15 Utility Business Customer Champions Named
CAMBRIDGE, Mass.–(BUSINESS WIRE)–Utilities have strengthened their relationships with their business
customers to a record high score of 780 (on a 1000-point scale),
according to Utility
Trusted Brand & Customer Engagement™: Commercial, a Cogent
Reports™ study from Market Strategies International published today.
This is a significant 32-point increase over 2015. The study measures
Engaged Customer Relationships (ECR) through surveying business
customers of 59 electric utilities on Brand Trust, Product Experience
and Operational Satisfaction.
The fuel for this growth was an increase in ECR among unmanaged
accounts, business customers not assigned a utility account manager.
These unmanaged accounts now score 776, up 34 points from last year.
Managed business accounts continue to score higher at 789. Customers
with key account managers also score significantly higher on Brand
Trust, indicating the relationship value account managers have developed
with these businesses.
“Utilities deserve a lot of credit for building strong relationships
with businesses that drive local economies,” said Chris Oberle, senior
vice president at Market Strategies International. “This year’s Customer
Champions are strengthening engagement with unmanaged account customers
by offering them choices on rates, demand-side management programs,
energy management tools, distributed energy and other offerings.”
The study finds that business customer engagement is best managed by
focusing on six customer segments: Management Controls, Urban Core,
Home-Grown Success, Outsiders, People Powered and Managed Accounts.
Among these customer segments, Management Controls scores highest on ECR
at 812. This segment typically comprises 13% of utility business
customers and tends to be clustered in health care, manufacturing,
professional services, retail and technology.
|Utility Business||Engaged Customer||Brand Trust|
|Customer Segment||Relationship Score||Score|
“For business customer engagement, it’s all about developing offerings
and targeting them to the right customer segment. Utilities doing this
are benefitting not only their business customer base but also the
vibrancy of the local communities they serve,” continued Oberle.
Below is a list of utilities that have ECR scores high enough to be
designated 2016 Business Customer Champions. These utilities represent
best practices in how they have grown strong customer relationships,
built trusted brands and developed operational satisfaction among their
customers. Individual utility scoring performances can be obtained at 2016
Cogent Reports Utility Customer Relationship Scoring – Full List.
|2016 Business Customer Champion Utilities||Engaged Customer Relationship Score|
|Dominion Virginia Power||816|
|Duke Energy Florida||820|
|Florida Power & Light||814|
|Los Angeles Department of Water & Power||807|
*Customer Champions were selected based on achieving a top quartile
industry, top three regional score or being within 20 points of the top
regional score on the Cogent Engaged Customer Relationships index (ECR).
About Utility Trusted Brand & Customer Engagement: Commercial
Cogent Reports conducted surveys among 9,429 business electric and
combination utility customers of the 59 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
About Market Strategies International
Strategies International is a leading provider of research and
consulting services to utility management. We blend primary research
with data from our syndicated, benchmarking and self-funded studies as
well as Big Data to help our clients grow their businesses and brands.
Market Strategies’ research specialties include brand, communications,
CX, product development and segmentation. Our syndicated products, known
as Cogent Reports, are the energy sector’s industry-leading source and
diagnostic tool designed to transform how clients can maximize revenue
potential, and identify issues and topics that will shape their business
models and the future direction of the industry.
Founded in 1989, Market Strategies is one of the largest market research
firms in the world, with offices in the US, Canada and China and
additional industry expertise in consumer & retail, financial services,
healthcare, technology and telecommunications. Read Market Strategies’
blog at FreshMR,
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