Cogent Reports: Business Customers Want Utilities to Invest in Non-core Operations

December 17, 2018

21 Utilities Designated Business Customer Champions

Signaling the need for a shift in utility priorities, 65% of businesses would like their utility to invest in activities that support building local communities and energy consumption management programs, while 62% of businesses do not believe utility investments toward improving reliability or service operations are a priority. These findings are part of the annual 2018 Utility Trusted Brand & Customer Engagement: Business™, a Cogent Reports™ study by Market Strategies International-Morpace.

Market Strategies-Morpace is proud to name 21 utilities as 2018 Business Customer Champions, an annual honor awarded to utilities that exhibit exceptional performance on Brand Trust, Service Satisfaction and Product Experience. This award is based upon obtaining top industry scores on the study’s Engaged Customer Relationship (ECR) index, which provides a 360-degree performance review of utility customer perceptions and experiences. This year’s Business Customer Champions score an average of 26 points higher than the industry average of 755 (on a 1,000-point scale) on the ECR index and are better at meeting their business customers’ desires for consumption management programs and community support.

“Businesses already rate their utilities extremely high on operational satisfaction and are pushing back on the need for greater reliability and service if it is going to cost them more,” said Chris Oberle, senior vice president at Market Strategies International-Morpace. “Customers now link the success of their business to that of their local communities and would prefer their utility partners focus on building the communities they serve and developing programs that help businesses better manage their energy consumption.”

Developing value-added programs for businesses to use is particularly important, as ECR scores grow from 755 as an industry average to 806 when customers use a consumption management program, and 804 when they use an alternative power option. Businesses that use an alternative rate plan score 785.

Congratulations to the 2018 Business Customer Champions, which have established strong engagement among their local business communities.

2018 Business Customer Champions

AEP Ohio DTE Energy Portland General Electric
Ameren Illinois Duke Energy Florida PSE&G
BGE Duke Energy Midwest Public Service Company of Oklahoma
CenterPoint Energy – South Entergy Mississippi Puget Sound Energy
ComEd Entergy Texas Salt River Project
Con Edison MidAmerican Energy SMUD
Consumers Energy PG&E Xcel Energy – West

Below are all utility benchmark scores by region

East Region Utility Brands Engaged Customer Relationship index
Con Edison

823

BGE

809

PSE&G

798

NYSEG

747

Eversource Energy

746

PPL Electric Utilities

738

PECO Energy

733

National Grid

732

Jersey Central Power & Light

731

PSEG Long Island

727

Penelec

722

West Penn Power

715

Appalachian Power

674

 Midwest Region Utility Brands Engaged Customer Relationship index
Consumers Energy

785

Ameren Illinois

780

ComEd

780

AEP Ohio

779

Duke Energy Midwest

779

DTE Energy

772

MidAmerican Energy

768

NIPSCO

763

OPPD

762

Xcel Energy – Midwest

761

We Energies

759

Ohio Edison

758

Wisconsin Public Service

755

KCP&L

742

Ameren Missouri

738

CenterPoint Energy – Midwest

736

Alliant Energy

735

South Region Utility Brands Engaged Customer Relationship index
CenterPoint Energy – South

796

Entergy Texas

789

Entergy Mississippi

783

Duke Energy Florida

779

Public Service Company of Oklahoma

779

Georgia Power

774

Duke Energy Carolinas

767

Gulf Power

766

Alabama Power

765

OG&E

762

Florida Power & Light

755

Kentucky Utilities

754

Dominion Energy Virginia

751

TECO Tampa Electric

750

Entergy Arkansas

749

SCE&G

746

Southwest Electric Power Company

734

Louisville Gas & Electric

733

Entergy LA and Gulf States

731

Duke Energy Progress

730

CPS Energy

728

Entergy New Orleans

695

West Region Utility Brands Engaged Customer Relationship index
Salt River Project

780

SMUD

778

PG&E

768

Xcel Energy – West

768

Puget Sound Energy

765

Portland General Electric

764

Los Angeles Department of Water & Power

755

Rocky Mountain Power

752

Southern California Edison

747

Idaho Power

743

NorthWestern Energy

741

Pacific Power

737

APS

733

SDG&E

732

NV Energy

730

PNM

701

About Utility Trusted Brand & Customer Engagement: Business

Market Strategies conducted surveys among 10,249 business electric and combination utility customers of the 64 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.
Click below for more information on the study.

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