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Electric Utility Managed Business Accounts Post High Service Satisfaction

Higher use of utility offerings builds stronger managed account customer relationships

Business customers who have an account manager at electric utilities are significantly more satisfied with their service experiences compared with non-managed customers. In fact, managed account customers have a Service Satisfaction score of 791 (on a 1,000-point scale), which is 17 points higher than the average non-managed customer score. Managed accounts are surveyed as part of Utility Trusted Brand & Customer Engagement™: Business, a Cogent Reports™ study by Market Strategies International.

The main driver of this difference is account managers’ ability to educate and provide guidance to their customers on enhanced utility products. Overall, managed accounts have significantly greater use of utility consumption management programs, enhanced service channels and alternative rate plans.

“Utilities that have an account manager relationship with businesses earn a higher level of respect and are seen as trusted partners,” said Chris Oberle, senior vice president at Market Strategies. “Greater product use, stronger brands and personal interactions have forged stronger utility relationships with managed accounts. In fact, one in five of these customers says their utility is a partner in the success of their business.”

The study highlights utilities with the greatest managed account Service Satisfaction in the chart below:

Top-scoring Managed Account Utility Programs*

Utility brand name

Service Satisfaction score

Georgia Power

852

Salt River Project

835

Duke Energy Progress

833

SDG&E

833

Rocky Mountain Power

828

PSE&G

826

MidAmerican Energy

826

Alliant Energy

820

DTE Energy

819

Louisville Gas & Electric

819

Southern California Edison

818

Duke Energy Midwest

811

Florida Power & Light

810

BGE

807

Los Angeles Department of Water & Power

804

NV Energy

801

* Based upon scoring among customers saying they have an account manager at their utility

About Utility Trusted Brand & Customer Engagement: Business

Market Strategies conducted surveys among 10,031 business electric and combination utility customers of the 60 largest US utility companies (based on customer counts). Utilities are given equal weight to balance the influence of each utility’s customers on survey results. Market Strategies will supply the exact wording of any survey question upon request.

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