Florida Power & Light and Southern California Gas Company Lead Utilities in Customer Experience

Temkin Experience RatingsWe recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Out of 17 utility companies we looked at, Florida Power & Light and SoCalGas tied for the top spot. Each earned a rating of 67%, which put them both in 83rd place overall out of 294 companies across 20 industries.

At the other end of the spectrum, Columbia Natural Gas was the lowest-rated utility company, with a score of 44% and an overall rank of 278th.

Overall, the utilities industry averaged a 57% rating in the 2016 Temkin Experience Ratings and tied for 12th place out of 20 industries. The average rating of the industry decreased by five percentage-points between 2015 and 2016, dropping from 62% to 57%.

1605_Utilities_Overall2

Here are some additional findings from the utilities industry:

  • The ratings of all utilities in the 2016 Temkin Experience Ratings are as follows: Florida Power & Light (67%), Southern California Gas Company (67%), TXU Energy (66%), Dominion Virginia Power (66%), Alabama Power Company (65%), Georgia Power (65%), Consumers Energy Company (61%), Southern California Edison (59%), Duke Energy Progress (58%), DTE Energy Electric Company (58%), Consolidated Edison Company of New York (57%), Pacific Gas and Electric Company (56%), PSE&G (54%), CenterPoint Energy (53%), Ameren Illinois Company (52%), Commonwealth Edison (48%), and Columbia Natural Gas (44%).
  • Con Edison of NY (+10 points), Consumers Energy Company (+7 points), and Dominion Virginia Power (+2 points) were the only utilities to improve their rating between 2015 and 2016.
  • Commonwealth Edison (-15 points), Georgia Power (-9 points), and PSE&G (-9 points) declined the most between 2015 and 2016.

1605_Utilities_Rank_1 1605_Utilities_IndustryAv_1 1605_Utilities_IndustryAv_2


 

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

One Response to Florida Power & Light and Southern California Gas Company Lead Utilities in Customer Experience

  1. Interesting results, and clearly an opportunity exists to improve even the top ranked utility companies.

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