Business Customers Engage with Their Utility as Satisfaction and Brand Trust Soar

Sales EngagementLead Distribution & Call Management

By STS News Desk On Dec 19, 2019

Escalent names 18 Utility Business Customer Champions

Business customers are engaging more with their utility as their satisfaction with service and perception of their utility as a trusted energy adviser increase. Greater business community outreach, more communication spending and being easier to do business with are largely responsible for these improvements in utility-business customer relationships. These findings are from the 2019 Cogent Syndicated Utility Trusted Brand & Customer Engagement: Business study from Escalent.

The Engaged Customer Relationship (ECR) score among utility business customers has significantly increased this year to 762 on a 1,000-point scale. The ECR score is a benchmark composite index of Service Satisfaction, Brand Trust and Product Experience performance to measure how engaged customers are with their utility. This year’s ECR increase is driven by an 8-point increase in Service Satisfaction (to 780) and a 13-point increase in Brand Trust (to 745).

Greater customer engagement leads to businesses increasingly looking to utilities to provide enhanced offerings around rate plans, consumption management, alternative fuels, digital service and EV incentives.

Escalent conducted surveys among 14,072 business electric, natural gas and combination utility customers of the 76 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. Escalent will supply the exact wording of any survey question upon request.

Escalent is a top human behavior and analytics firm specializing in industries facing disruption and business transformation. As catalysts of progress for more than 40 years, we tell stories that transform data and insight into a profound understanding of what drives human beings. And we help businesses turn those drivers into actions that build brands, enhance customer experiences and inspire product innovation.

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