Energy
FEATURE ARTICLE
Six Considerations for Utilities in Selecting a Performance Benchmarking Study
Cogent Syndicated provides industry-leading consumer research that enables energy utilities and retail electric providers (REPs) to improve customer satisfaction, brand trust, and product and service offerings by understanding consumers’ attitudes, behaviors, and experiences that drive meaningful business outcomes.
We help our clients stay on the leading edge of customer experience by covering current energy utility and retail electric provider issues and trends, benchmarking key areas of growth, and providing competitive intelligence.
Enhance energy utility–residential customer relationships through brand trust, product engagement and service excellence with this bi-annual utility customer experience and brand trust benchmarking research report. Based on insights from 75,000+ residential electric, natural gas and combination customers across 155 utilities, the report delivers statistically rigorous performance comparisons using a comprehensive customer experience balanced scorecard approach. These insights equip utilities to confidently invest in utility product and service offerings that drive customer satisfaction, engagement and brand value among residential utility customers. Diagnose and understand opportunities to unlock customer and franchise value to become an energy utility of the future.
Enhance energy utility–business customer relationships through brand trust, product engagement and service excellence with this bi-annual utility business customer experience and brand trust benchmarking report. Evaluating performance across 85 electric, natural gas and combination utilities using a rigorous customer experience balanced scorecard approach, the study will help you confidently invest in product and service offerings that drive customer satisfaction, engagement and brand value from small and medium businesses to commercial and industrial customers. Diagnose and understand opportunities to unlock business customer and franchise value to become an energy utility of the future.
Examine the economic conditions of your customers and explore strategies in communicating rate increases to minimize negative impacts on your brand. Drawing on quarterly insights from 70,000+ residential electric and natural gas customers across 155 utilities, including benchmarking of peer energy utilities’ customers, and an ever-expanding library of best practice case studies, this report helps you develop strategies to maintain strong customer satisfaction and brand perceptions. These data-driven insights enable you to develop proactive communication approaches that sustain trust and customer confidence amid continued rate adjustments and economic pressure.
Learn how economic factors and migration patterns are impacting your residential customer base with this customized macroeconomic landscape research report, featuring detailed analysis of current and projected economic conditions in your state(s) and service area(s) as well as an estimation of migration patterns of consumers in and out of the areas in which you operate. Drawing on data from a variety of credible sources including but not limited to the US Census Bureau, Bureau of Economic Analysis, and Bureau of Labor Statistics, the assessment evaluates inflation, cost of living, unemployment, housing activity, and demographic change—alongside net migration patterns into and out of your territory. Equip your leadership team with the economic and migration intelligence needed to anticipate demand shifts, strengthen planning decisions, and respond proactively to affordability pressures.
Get a comprehensive view into Texas retail electric providers’ relationships with their residential customers and positioning in the marketplace. Based on insights from 3,500+ residential electric customers across 55 Texas REPs, this benchmarking study delivers key measures for customer acquisition and retention to help retail electric providers strengthen brand trust, refine rate plan strategy, and grow customer portfolios. The study evaluates performance across critical dimensions of the customer experience, including brand perceptions, shopping behaviors and rate plan preferences, billing and product experiences, and key drivers of customer loyalty and engagement. With comparative benchmarks and trend insights, you can identify where your brand stands out—and where it needs to improve—to better compete in Texas’s dynamic and highly competitive electric market.
Learn how proactive, customer-first communication about data centers from energy utility providers can protect Brand Trust, counter misinformation, and position utilities as credible advisors during moments of uncertainty.
Explore our new findings on BEV drivers' expectations of and experiences with public charging reliability and why this is a critical lever for sustaining BEV sales growth
