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For Immediate Release:
June 1, 2021




100 Automated Phone Systems Evaluated by IVR Doctors
in the 17th Annual IVR Benchmark Report


Versant Power moved into the #1 position in the 17th Annual Energy Utility Benchmark Report of Interactive Voice Response (IVR) systems, released today by IVR Doctors. The 2021 Report compares 100 energy utility automated telephone systems in the U.S. and Canada.


“Gold Stethoscope” recognition was awarded to winners in 12 categories, including Top Overall Company; Top Electric, Gas, and Combination Utility; and Top Canadian Utility, as well as to 13 “balanced companies,” whose automated telephone system achieved top quartile ratings in all rating categories. 


“The Report looks at the IVR experience from two-perspectives - callers using it and those who manage it. It also highlights common design mistakes and demonstrates clearly how those errors can have a negative impact on a company and its customers’ experience,” said Mark Camack, IVR Doctors’ co-founder. 

The Report identifies automated telephone systems that successfully balance company objectives and customer preferences in three key rating categories: Functionality, Usability, and Aesthetics, the major drivers of customer satisfaction and system utilization.


“No other benchmark report with such a consistent set of design principles has been in place and proven effective in the utility industry over the 17 years of this Benchmark,” said Peter Brandt, IVR Doctors co-founder. “Correlation between top-performance in this Report and a utility’s own internal performance measures is very high.”


The 100 automated phone systems evaluated in the 2021 Report were rated using standards which IVR Doctors can apply to other companies interested in inclusion in the Benchmark.


The 2021 Report is available online at As an additional benefit, Report buyers receive a customized teleconference with IVR Doctors targeted specifically to their company’s automated phone system.





Top Rated IVR System - Overall

Versant Power (Bangor, ME)

Top U.S. Combination Utility

NV Energy - North (Reno, NV)


Top U.S. Electric Company

Versant Power (Bangor, ME)


Top U.S. Gas-only Company

SoCalGas (Los Angeles, CA)


Top Municipal Utility

JEA (Jacksonville, FL)


Top Electric Cooperative

LCEC (Lee County Electric Cooperative) (North Fort Myers, FL)


Top Canadian Utility

Nova Scotia Power (Halifax, Nova Scotia)


Top "Touchtone-only" system

Versant Power (Bangor, ME)


Top "Press or Say" system

Idaho Power (Boise, ID)


Tops in Functionality

SoCalGas (Los Angeles, CA)


Tops in Usability

Idaho Power (Boise, ID)


Tops in Aesthetics

Versant Power (Bangor, ME)


The 13 "Balanced companies” - recognizing top quartile achievement in all rating categories - are all 

Gold Stethoscope winners, and can be found at:

Special Recognition for the Most Improved IVR 2020-2021:

Ozarks Electric Cooperative (Fayetteville, AR)

Honorable Mention for Significant Improvement 2020-2021:

Citizens Energy Group (Indianapolis, IN)

DTE (Detroit, MI)

Great Plains Natural Gas (Bismarck, ND)

IPL (Now AES Indiana) (Indianapolis, IN)


IVR Doctors, with over 30 years of market research, usability consulting, marketing, and call center management experience, specialize in automated phone system diagnostics and optimization. Their practice, with an energy utility specialty, is not limited to a single industry and covers companies large and small. For more information, visit



Peter Brandt  | | (864) 552-1166 
Mark Camack | | (503) 449-5940      


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