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For Immediate Release:
June 30, 2020




100 Automated Phone Systems Evaluated by IVR Doctors
in the 16th Annual IVR Benchmark Report


Idaho Power takes top honors in the 16th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems, released today by IVR Doctors. The 2020 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 12 “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 16 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 2020 Report were rated using standards which IVR Doctors can apply to other companies interested in inclusion in the Benchmark.


The 2020 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

Idaho Power (Boise, ID)

Top U.S. Combination Utility

NV Energy - North (Reno, NV)


Top U.S. Electric Company

Idaho Power (Boise, ID)


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

Emera Maine - now Versant Power (Bangor, ME)


Top "Press or Say" system        

Idaho Power (Boise, ID)


Tops in Functionality

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


Tops in Usability

Idaho Power (Boise, ID)


Tops in Aesthetics

Emera Maine - now Versant Power (Bangor, ME)


The 12 Top Quartile Winners in all rating categories - “Balanced companies” - are  Gold Stethoscope Winners

and can be found at:

Special Recognition for the Most Improved IVRs 2019-2020:

GRU (Gaines, FL)




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  | | (843) 849-7856 
Mark Camack | | (503) 449-5940      


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Pre-Order the 2020 Report now!

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