Cogent Reports: 33 Utilities Named 2018 Customer Champions

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 years Customer Champions rate an average of 41 points higher than industry peers.

Overall, this years 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 utilitys 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.

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2018 Residential Customer Champion Utility Companies
AEP OhioFlorida City Gas CompanyPhiladelphia Gas Works
Atlantic City ElectricFlorida Power & LightPPL Electric Utilities
BGEGeorgia PowerPSE&G
CenterPoint Energy “ MidwestGulf PowerPSNC Energy
CenterPoint Energy “ SouthJEAPuget Sound Energy
Columbia Gas of OhioMidAmerican EnergySalt River Project
Con EdisonNational Fuel GasSEMCO Energy Gas Company
CPS EnergyNew Jersey Natural GasSMUD
Dayton Power & LightNW NaturalSouthwest Gas
Dominion Energy WestOhio EdisonTECO Peoples Gas
DTE EnergyOUCWashington Gas

Below you will find all utility benchmark scores by region:

Engaged Customer
East Region Utility BrandsRelationship indexService type
Con Edison747Combination
PSE&G729Combination
BGE727Combination
PECO Energy715Combination
Delmarva Power714Combination
National Grid714Combination
NYSEG685Combination
RG&E678Combination
Eversource Energy676Combination
PPL Electric Utilities728Electric
Atlantic City Electric714Electric
Duquesne Light Company699Electric
Pepco699Electric
Penelec697Electric
PSEG Long Island687Electric
West Penn Power673Electric
Potomac Edison671Electric
Penn Power669Electric
Monongahela Power666Electric
Appalachian Power647Electric
Met-Ed641Electric
Central Maine Power631Electric
Jersey Central Power & Light628Electric
New Jersey Natural Gas754Natural Gas
National Fuel Gas753Natural Gas
Washington Gas739Natural Gas
Philadelphia Gas Works736Natural Gas
Columbia Gas – East734Natural Gas
UGI Utilities727Natural Gas
Peoples Natural Gas724Natural Gas
South Jersey Gas Company714Natural Gas
Elizabethtown Gas709Natural Gas
Engaged Customer
Midwest Region Utility BrandsRelationship indexService type
DTE Energy762Combination
MidAmerican Energy748Combination
Black Hills Energy “ Midwest735Combination
Duke Energy Midwest733Combination
NIPSCO733Combination
Xcel Energy “ Midwest732Combination
Alliant Energy721Combination
We Energies719Combination
Consumers Energy718Combination
Wisconsin Public Service718Combination
Vectren715Combination
Ameren Illinois714Combination
AEP Ohio733Electric
Ohio Edison727Electric
Dayton Power & Light723Electric
KCP&L710Electric
Toledo Edison710Electric
Indiana Michigan Power709Electric
ComEd706Electric
Ameren Missouri705Electric
OPPD704Electric
The Illuminating Company673Electric
Westar Energy672Electric
Indianapolis Power & Light662Electric
Columbia Gas of Ohio751Natural Gas
CenterPoint Energy – Midwest737Natural Gas
SEMCO Energy Gas Company733Natural Gas
Nicor Gas728Natural Gas
Dominion Energy Ohio721Natural Gas
Peoples Gas720Natural Gas
Atmos Energy – Midwest716Natural Gas
Citizens Energy713Natural Gas
Kansas Gas Service712Natural Gas
Spire Missouri – East681Natural Gas
Spire Missouri – West670Natural Gas
Engaged Customer
South Region Utility BrandsRelationship index

Service type

CPS Energy724Combination
Louisville Gas & Electric703Combination
SCE&G668Combination
MLGW650Combination
OUC750Electric
Georgia Power749Electric
JEA739Electric
Florida Power & Light737Electric
Gulf Power731Electric
Southwestern Electric Power Company729Electric
Kentucky Utilities728Electric
Mississippi Power725Electric
Entergy724Electric
Dominion Energy Virginia721Electric
Nashville Electric Service718Electric
Xcel Energy “ South717Electric
OG&E713Electric
Duke Energy Progress708Electric
Public Service Company of Oklahoma708Electric
Duke Energy Carolinas705Electric
Alabama Power702Electric
Duke Energy Florida694Electric
TECO Tampa Electric694Electric
Austin Energy688Electric
El Paso Electric652Electric
Kentucky Power615Electric
TECO Peoples Gas803Natural Gas
Florida City Gas Company754Natural Gas
PSNC Energy753Natural Gas
CenterPoint Energy – South752Natural Gas
Piedmont Natural Gas746Natural Gas
Atmos Energy – South744Natural Gas
Oklahoma Natural Gas740Natural Gas
Texas Gas Service737Natural Gas
Virginia Natural Gas734Natural Gas
Chattanooga Gas Company727Natural Gas
Columbia Gas – South727Natural Gas
Spire – South720Natural Gas
Engaged Customer
West Region Utility BrandsRelationship indexService type
Puget Sound Energy721Combination
Xcel Energy “ West710Combination
PG&E701Combination
NorthWestern Energy693Combination
SDG&E690Combination
Avista674Combination
Black Hills Energy “ West656Combination
Salt River Project761Electric
SMUD750Electric
Tucson Electric Power740Electric
Portland General Electric727Electric
Southern California Edison726Electric
Idaho Power723Electric
Rocky Mountain Power717Electric
NV Energy711Electric
Pacific Power706Electric
APS683Electric
Seattle City Light680Electric
PNM676Electric
LADWP666Electric
NW Natural761Natural Gas
Southwest Gas754Natural Gas
Dominion Energy – West743Natural Gas
Intermountain Gas Company739Natural Gas
Cascade Natural Gas738Natural Gas
SoCalGas711Natural Gas
New Mexico Gas Company703Natural 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 utilitys 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 utilitys customers on survey results. Market Strategies-Morpace will supply the exact wording of any survey question upon request.

About Market Strategies International-Morpace

Leading market research firms Market Strategies International and Morpace bring clients closer to their customers through exceptional insights. The firms specialize in brand, customer experience, product development and segmentation research, and are known for blending primary research with data from syndicated, benchmarking and self-funded studies to help clients succeed. They have earned the trust of many of the worlds top brands across the automotive, consumer & retail, energy, financial services, health, technology and telecommunications industries. Market Strategies and Morpace are combining into one firm, as part of an acquisition of both firms by STG, and will be rebranded under a new name to be announced in 2019. With more than 450 research professionals, the collective firm is now the 15th largest market research firm in the US and top 25 globally.

Anne Denz, 617.715.7611
[email protected]