AP NEWS
Press release content from Business Wire. The AP news staff was not involved in its creation.
PRESS RELEASE: Paid content from Business Wire
Press release content from Business Wire. The AP news staff was not involved in its creation.

High Utility Customer Satisfaction Isn’t Translating to Use of Enhanced Offerings

December 17, 2019 GMT

CAMBRIDGE, Mass.--(BUSINESS WIRE)--Dec 17, 2019--

Although customers are highly satisfied with their utility service this year, ratings for enhanced utility offerings, specifically those that help manage bill amounts, have dropped. Adoption of digital services and consumption management programs is also beginning to stall. This signals that customer satisfaction does not translate to the use of enhanced utility offerings and the industry must focus on developing and marketing these offerings for future success. These findings are from the 2019 Cogent SyndicatedUtility Trusted Brand & Customer Engagement™: Residential study from Escalent, a top human behavior and analytics firm.

The study benchmarks and trends performance of 140 utilities on the Engaged Customer Relationship (ECR) score—a composite index of Service Satisfaction, Brand Trust and Product Experience performance based on over 67,000 nationwide customer interviews. The 2019 overall industry ECR score is 713 (on a 1,000-point scale), which is unchanged from last year.

To continue to succeed with customers in the future, the utility industry needs to become proficient at developing and marketing enhanced offerings and ensuring customers are engaged. Younger Millennials and Generation Zers now compose 20% of the utility market and score utilities significantly lower on customer engagement this year. The study shows these younger customers expect innovation, digital convenience and social responsibility. They will continue to demand utilities deliver on those expectations through enhanced offerings.

Engaged Customer Relationship Score

2019

2018

Change

Gen Zers (18–24)

690

710

-20

Millennials (25–34)

709

722

-13

Gen Xers (35–54)

712

706

6

Late Boomers (55–64)

712

711

1

Early Boomers (65+)

726

722

4

“Customers currently have push-pull relationships with utilities where they appreciate the basic service they receive but aren’t seeing the value in engaging beyond that,” said Chris Oberle, senior vice president at Escalent. “We also see that the best utilities are those that are emerging as great product marketers. The future belongs to utilities that innovate to move from service providers to value-added partners in the eyes of their customers.”

The study designates 40 utilities as 2019 Customer Champions. These utilities have higher offering usage and provide value-added offerings and services, and are best positioned for future customer success and industry innovation.

2019 Cogent Syndicated Utility Customer Champions

AEP Ohio

Elizabethtown Gas

Piedmont Natural Gas

Ameren Illinois

Florida Power & Light

PPL Electric Utilities

Atmos Energy – South

Georgia Power

Public Service Company of Oklahoma

Avista

Idaho Power

Puget Sound Energy

Black Hills Energy – Midwest

Kentucky Utilities

Salt River Project

Cascade Natural Gas

MidAmerican Energy

Seattle City Light

CenterPoint Energy – South

National Fuel Gas

Southwestern Electric Power Company

Columbia Gas – South

New Jersey Natural Gas

TECO Peoples Gas

Columbia Gas of Ohio

NW Natural

Texas Gas Service

ComEd

OPPD

UGI Utilities

CPS Energy

OUC

Washington Gas

Delmarva Power

Peoples Gas

West Penn Power

DTE Energy

Philadelphia Gas Works

Xcel Energy – South

Xcel Energy – West

The following are ECR scores for the 140 utilities covered in the study.

East Region Utility Brands

Engaged Customer
Relationship index

Service type

Delmarva Power

714

Combination

PECO

711

Combination

Con Edison

710

Combination

PSE&G

708

Combination

RG&E

704

Combination

National Grid

701

Combination

BGE

686

Combination

Eversource

684

Combination

NYSEG

668

Combination

PPL Electric Utilities

730

Electric

West Penn Power

728

Electric

Green Mountain Power

709

Electric

Penelec

709

Electric

Met-Ed

706

Electric

Appalachian Power

702

Electric

Duquesne Light Company

701

Electric

Pepco

701

Electric

Penn Power

698

Electric

Atlantic City Electric

692

Electric

PSEG Long Island

690

Electric

Jersey Central Power & Light

686

Electric

Monongahela Power

684

Electric

Potomac Edison

661

Electric

Central Maine Power

573

Electric

UGI Utilities

745

Natural Gas

New Jersey Natural Gas

737

Natural Gas

Washington Gas

737

Natural Gas

Philadelphia Gas Works

731

Natural Gas

National Fuel Gas

729

Natural Gas

Elizabethtown Gas

728

Natural Gas

Peoples

717

Natural Gas

South Jersey Gas Company

710

Natural Gas

Columbia Gas – East

688

Natural Gas

Midwest Region Utility Brands

Engaged Customer
Relationship index

Service type

DTE Energy

746

 

Combination

Ameren Illinois

743

 

Combination

Black Hills Energy – Midwest

738

 

Combination

MidAmerican Energy

738

 

Combination

Xcel Energy – Midwest

723

 

Combination

Duke Energy Midwest

722

 

Combination

Wisconsin Public Service

716

 

Combination

Consumers Energy

713

 

Combination

NIPSCO

699

 

Combination

Vectren

692

 

Combination

Alliant Energy

689

 

Combination

We Energies

689

 

Combination

OPPD

738

 

Electric

AEP Ohio

735

 

Electric

ComEd

718

 

Electric

Dayton Power & Light

712

 

Electric

The Illuminating Company

705

 

Electric

Ohio Edison

694

 

Electric

Toledo Edison

693

 

Electric

Indiana Michigan Power

683

 

Electric

Indianapolis Power & Light

682

 

Electric

Evergy

680

 

Electric

Ameren Missouri

676

 

Electric

Peoples Gas

763

 

Natural Gas

Columbia Gas of Ohio

743

 

Natural Gas

CenterPoint Energy - Midwest

739

 

Natural Gas

SEMCO Energy Gas Company

726

 

Natural Gas

Nicor Gas

719

 

Natural Gas

Citizens Energy

714

 

Natural Gas

Dominion Energy Ohio

711

 

Natural Gas

Kansas Gas Service

709

 

Natural Gas

Spire Missouri – East

701

 

Natural Gas

Atmos Energy – Midwest

692

 

Natural Gas

Spire Missouri – West

682

 

Natural Gas

South Region Utility Brands

Engaged Customer

Relationship index

Service type

CPS Energy

733

Combination

Louisville Gas & Electric

699

Combination

Dominion Energy South Carolina

687

Combination

MLGW

647

Combination

Florida Power & Light

750

Electric

Southwestern Electric Power Company

749

Electric

OUC

746

Electric

Georgia Power

741

Electric

Kentucky Utilities

740

Electric

Xcel Energy – South

737

Electric

Public Service Company of Oklahoma

732

Electric

OG&E

730

Electric

Mississippi Power

729

Electric

JEA

725

Electric

Nashville Electric Service

725

Electric

Alabama Power

723

Electric

Entergy Louisiana

718

Electric

TECO Tampa Electric

711

Electric

Entergy Texas

710

Electric

Gulf Power

710

Electric

Entergy Arkansas

706

Electric

Entergy Mississippi

702

Electric

Duke Energy Carolinas

698

Electric

Dominion Energy Virginia

696

Electric

Duke Energy Progress

691

Electric

Austin Energy

690

Electric

Entergy New Orleans

686

Electric

Duke Energy Florida

683

Electric

El Paso Electric

680

Electric

Kentucky Power

662

Electric

TECO Peoples Gas

779

Natural Gas

Piedmont Natural Gas

765

Natural Gas

Columbia Gas – South

760

Natural Gas

CenterPoint Energy – South

753

Natural Gas

Atmos Energy – South

750

Natural Gas

Texas Gas Service

749

Natural Gas

Florida City Gas Company

741

Natural Gas

Oklahoma Natural Gas

740

Natural Gas

Dominion Energy North Carolina

739

Natural Gas

Virginia Natural Gas

736

Natural Gas

Spire South

723

Natural Gas

Chattanooga Gas Company

711

Natural Gas

Spire Mississippi

666

Natural Gas

Spire Gulf Coast

652

Natural Gas

West Region Utility Brands

Engaged Customer
Relationship index

Service type

Xcel Energy – West

732

Combination

Avista

721

Combination

Puget Sound Energy

716

Combination

SDG&E

690

Combination

NorthWestern Energy

687

Combination

PG&E

645

Combination

Black Hills Energy – West

637

Combination

Salt River Project

749

Electric

Idaho Power

739

Electric

Seattle City Light

730

Electric

SMUD

728

Electric

Tucson Electric Power

725

Electric

Portland General Electric

722

Electric

NV Energy

717

Electric

Pacific Power

711

Electric

Southern California Edison

708

Electric

Rocky Mountain Power

704

Electric

PNM

691

Electric

APS

675

Electric

Los Angeles Department of Water & Power

673

Electric

NW Natural

763

Natural Gas

Cascade Natural Gas

744

Natural Gas

SoCalGas

740

Natural Gas

Southwest Gas

736

Natural Gas

Intermountain Gas Company

735

Natural Gas

Dominion Energy – West

723

Natural Gas

New Mexico Gas Company

691

Natural Gas

About Utility Trusted Brand & Customer Engagement™: Residential

Escalent conducted surveys among 67,379 residential electric, natural gas and combination utility customers of the 140 largest US utility companies (based on residential customer counts). The sample design uses a combination of quotas and weighting based on US census data to ensure a demographically balanced sample of each evaluated utility’s customers based on age, gender, income, race and ethnicity. Utilities within the same region and of the same type (e.g., electric-only providers) are given equal weight in order to balance the influence of each utility’s customers on survey results. Escalent will supply the exact wording of any survey question upon request.

About Escalent

Escalent is a top human behavior and analytics firm specializing in industries facing disruption and business transformation. As catalysts of progress for more than 40 years, we tell stories that transform data and insight into a profound understanding of what drives human beings. And we help businesses turn those drivers into actions that build brands, enhance customer experiences and inspire product innovation. Visit escalent.co to see how we are helping shape the brands that are reshaping the world.

View source version on businesswire.com:https://www.businesswire.com/news/home/20191217005149/en/

CONTACT: Sarah Keller, 734.779.6847

sarah.keller@escalent.co

KEYWORD: UNITED STATES NORTH AMERICA MASSACHUSETTS

INDUSTRY KEYWORD: OIL/GAS ALTERNATIVE ENERGY ENERGY OTHER ENERGY UTILITIES

SOURCE: Escalent

Copyright Business Wire 2019.

PUB: 12/17/2019 09:00 AM/DISC: 12/17/2019 09:01 AM

http://www.businesswire.com/news/home/20191217005149/en