Fifteen electric utilities are being recognized as Most Trusted Brands among business customers after scoring an average 32 points higher (775) than the overall industry score of 743 (on a 1,000-point maximum scale). These and other findings are part of Utility Trusted Brand & Customer Engagement™: Business, a Cogent Reports™ study by Market Strategies International.
“Brand Trust is essential to the utility industry’s ability to build effective innovation, energy management and environmental programs. Utilities that are perceived as trusted business partners are already more successful at gaining customer support for these programs,” said Chris Oberle, senior vice president at Market Strategies.
The study analyzes more than 50 consumption, environmental, service, digital and rate offerings. Most Trusted Brand utilities have higher usage of these offerings and higher demand for future usage of these programs.
“With so much industry product development being conducted on environmental issues, distributed resources, energy consumption and alternative rates, the time is now to build and maintain strong brand trust levels among business customers,” continued Oberle.
The study, now in its third year, provdes brand tracking and benchmark performance of 60 electric utilities among 10,486 utility business customers. The Brand Trust index is based on 35 rating questions that relate to six factors: Customer Focus, Community Support, Reliable Quality, Communications Effectiveness, Environmental Dedication and Company Reputation & Advocacy.
Those achieving top-quartile performance on Brand Trust are designated Most Trusted Brands among business customers. Click here to see the scores of all 60 electric utilities.
|Most Trusted Business Partners||Brand Trust Index|
|Los Angeles Department of Water & Power||793|
|Florida Power & Light||776|
|Puget Sound Energy||774|
|Southwestern Electric Power Company||771|
|Southern California Edison||761|