Utilities have strengthened their relationships with their business customers to a record high score, fueled by an increase in Engaged Customer Relationship scores among business customers not assigned a utility account manager.
Customers are satisfied with electric and natural gas utility service but don't trust their advice or digital competency. Consumers also doubt the industry's ability to keep transmission systems or personal information secure.
Institutional investors prioritize different selection criteria for new managers across countries, which means winning new mandates will be contingent on providers understanding international business nuances.
After 17 years of a deregulated electric market, Texas retail electric providers (REPs) have grown Brand Trust to an impressive score of 716 (on a 1,000-point scale). But Texas consumers should beware when selecting an electric provider, as many REPs have low customer trust levels.
The utility industry's dedication to the environment is not highly rated by utility customers. The 2016 Environmental Dedication index is only 681 (based on a 1,000-point scale), and while this reflects an increase from last year's 677 index, it greatly lags other utility management performance indicators.
While most utilities see customer satisfaction drop when customers experience an outage, a new report shows that some utilities have been able to use outages to enhance customer satisfaction and trust in their brand.
Brand trust levels among residential customers of the nation's electric and natural gas utilities continue to be very low with an average score of 693 (on a 1,000-point scale)–a small eight-point increase from last year.
Market Strategies' national omnibus study explored trust in a variety of financial services product categories, including banking, credit cards, home mortgage, investment services, auto, home and life insurance.
Dozens of asset managers and consulting firms are courting institutional investors with solutions-based approaches, yet relatively few are successfully achieving meaningful recognition for their liability-driven investing (LDI) or outsourced chief investment officer (OCIO) capabilities.