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Cogent Reports: 33 Utilities Named 2018 Customer Champions

Industry Customer Engagement and Product Experiences Weaken

Thirty-three utilities have been designated 2018 Customer Champions among residential customers, an annual honor given to gas, electric and combination utilities that exhibit exceptional performance in Brand Trust, Service Satisfaction and Product Experience. These three categories compose the Engaged Customer Relationship (ECR) index, which provides a holistic measurement of the entire utility customer experience. This year’s Customer Champions rate an average of 41 points higher than industry peers.

Overall, this year’s results are marked by a decline in ECR scoring by 15 points to 713 (on a 1,000-point scale), primarily due to a 27-point decline on the Product Experience index. Customer Champions were able to mitigate this decline with high levels of Brand Trust. These and other findings can be found in 2018 Utility Trusted Brand & Customer Engagement: Residential™, a Cogent Reports™ study by Market Strategies International-Morpace. 

Customer expectations for value-added programs are increasing rapidly, and compared with 2017, utility customers are less likely to view their utility’s product and service offerings as beneficial. Additionally, despite efforts by utilities to expand consumption management programs, customer perception has declined for some of the most important benefits, such as “lowering utility costs” and “helping customers become more energy-conscious.”

The industry-wide decline in Product Experience highlights the need for consumer education on value-added offerings as utilities seek to replace declining revenues from traditional operations,” said Chris Oberle, senior vice president at Market Strategies International-Morpace. “Customer Champion utilities are the most trusted providers that can appeal to customers with offerings they understand and value.

Congratulations to the 33 Customer Champions that have established strong connections with their customers and are poised to deliver more of what customers and regulators expect from a 21st century utility.

2018 Residential Customer Champion Utility Companies

AEP Ohio

Florida City Gas Company

Philadelphia Gas Works

Atlantic City Electric

Florida Power & Light

PPL Electric Utilities

BGE

Georgia Power

PSE&G

CenterPoint Energy – Midwest

Gulf Power

PSNC Energy

CenterPoint Energy – South

JEA

Puget Sound Energy

Columbia Gas of Ohio

MidAmerican Energy

Salt River Project

Con Edison

National Fuel Gas

SEMCO Energy Gas Company

CPS Energy

New Jersey Natural Gas

SMUD

Dayton Power & Light

NW Natural

Southwest Gas

Dominion Energy West

Ohio Edison

TECO Peoples Gas

DTE Energy

OUC

Washington Gas

 
 

Below you will find all utility benchmark scores by region:

 

East Region Utility Brands

Engaged Customer Relationship index

Service type

 Con Edison

747

Combination

 PSE&G

729

Combination

 BGE

727

Combination

 PECO Energy

715

Combination

 Delmarva Power

714

Combination

 National Grid

714

Combination

 NYSEG

685

Combination

 RG&E

678

Combination

 Eversource Energy

676

Combination

 PPL Electric Utilities

728

Electric

 Atlantic City Electric

714

Electric

 Duquesne Light Company

699

Electric

 Pepco

699

Electric

 Penelec

697

Electric

 PSEG Long Island

687

Electric

 West Penn Power

673

Electric

 Potomac Edison

671

Electric

 Penn Power

669

Electric

 Monongahela Power

666

Electric

 Appalachian Power

647

Electric

 Met-Ed

641

Electric

 Central Maine Power

631

Electric

 Jersey Central Power & Light

628

Electric

 New Jersey Natural Gas

754

Natural Gas

 National Fuel Gas

753

Natural Gas

 Washington Gas

739

Natural Gas

 Philadelphia Gas Works

736

Natural Gas

 Columbia Gas - East

734

Natural Gas

 UGI Utilities

727

Natural Gas

 Peoples Natural Gas

724

Natural Gas

 South Jersey Gas Company

714

Natural Gas

 Elizabethtown Gas

709

Natural Gas

 
 

 Midwest Region Utility Brands

Engaged Customer Relationship index

Service type

 DTE Energy

762

Combination

 MidAmerican Energy

748

Combination

 Black Hills Energy – Midwest

735

Combination

 Duke Energy Midwest

733

Combination

 NIPSCO

733

Combination

 Xcel Energy – Midwest

732

Combination

 Alliant Energy

721

Combination

 We Energies

719

Combination

 Consumers Energy

718

Combination

 Wisconsin Public Service

718

Combination

 Vectren

715

Combination

 Ameren Illinois

714

Combination

 AEP Ohio

733

Electric

 Ohio Edison

727

Electric

 Dayton Power & Light

723

Electric

 KCP&L

710

Electric

 Toledo Edison

710

Electric

 Indiana Michigan Power

709

Electric

 ComEd

706

Electric

 Ameren Missouri

705

Electric

 OPPD

704

Electric

 The Illuminating Company

673

Electric

 Westar Energy

672

Electric

 Indianapolis Power & Light

662

Electric

 Columbia Gas of Ohio

751

Natural Gas

 CenterPoint Energy - Midwest

737

Natural Gas

 SEMCO Energy Gas Company

733

Natural Gas

 Nicor Gas

728

Natural Gas

 Dominion Energy Ohio

721

Natural Gas

 Peoples Gas

720

Natural Gas

 Atmos Energy - Midwest

716

Natural Gas

 Citizens Energy

713

Natural Gas

 Kansas Gas Service

712

Natural Gas

 Spire Missouri - East

681

Natural Gas

 Spire Missouri - West

670

Natural Gas  

 

South Region Utility Brands

Engaged Customer Relationship index

Service type

 CPS Energy

724

Combination

 Louisville Gas & Electric

703

Combination

 SCE&G

668

Combination

 MLGW

650

Combination

 OUC

750

Electric

 Georgia Power

749

Electric

 JEA

739

Electric

 Florida Power & Light

737

Electric

 Gulf Power

731

Electric

 Southwestern Electric Power Company

729

Electric

 Kentucky Utilities

728

Electric

 Mississippi Power

725

Electric

 Entergy

724

Electric

 Dominion Energy Virginia

721

Electric

 Nashville Electric Service

718

Electric

 Xcel Energy – South

717

Electric

 OG&E

713

Electric

 Duke Energy Progress

708

Electric

 Public Service Company of Oklahoma

708

Electric

 Duke Energy Carolinas

705

Electric

 Alabama Power

702

Electric

 Duke Energy Florida

694

Electric

 TECO Tampa Electric

694

Electric

 Austin Energy

688

Electric

 El Paso Electric

652

Electric

 Kentucky Power

615

Electric

 TECO Peoples Gas

803

Natural Gas

 Florida City Gas Company

754

Natural Gas

 PSNC Energy

753

Natural Gas

 CenterPoint Energy - South

752

Natural Gas

 Piedmont Natural Gas

746

Natural Gas

 Atmos Energy - South

744

Natural Gas

 Oklahoma Natural Gas

740

Natural Gas

 Texas Gas Service

737

Natural Gas

 Virginia Natural Gas

734

Natural Gas

 Chattanooga Gas Company

727

Natural Gas

 Columbia Gas - South

727

Natural Gas

 Spire - South

720

Natural Gas

 

 

 

 

West Region Utility Brands

Engaged Customer Relationship index

Service type

 Puget Sound Energy

721

Combination

 Xcel Energy – West

710

Combination

 PG&E

701

Combination

 NorthWestern Energy

693

Combination

 SDG&E

690

Combination

 Avista

674

Combination

 Black Hills Energy – West

656

Combination

 Salt River Project

761

Electric

 SMUD

750

Electric

 Tucson Electric Power

740

Electric

 Portland General Electric

727

Electric

 Southern California Edison

726

Electric

 Idaho Power

723

Electric

 Rocky Mountain Power

717

Electric

 NV Energy

711

Electric

 Pacific Power

706

Electric

 APS

683

Electric

 Seattle City Light

680

Electric

 PNM

676

Electric

 LADWP

666

Electric

 NW Natural

761

Natural Gas

 Southwest Gas

754

Natural Gas

 Dominion Energy - West

743

Natural Gas

 Intermountain Gas Company

739

Natural Gas

 Cascade Natural Gas

738

Natural Gas

 SoCalGas

711

Natural Gas

 New Mexico Gas Company

703

Natural Gas

 
 

About Utility Trusted Brand & Customer Engagement: Residential

Market Strategies-Morpace conducted surveys among 59,621 residential electric, natural gas and combination utility customers of the 132 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. Market Strategies-Morpace will supply the exact wording of any survey question upon request.

Review an Overview of the Report
 

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