Georgia Power Earns Top Customer Experience Ratings for Utilities

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Georgia Power delivers the best customer experience in the utilities industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

Georgia Power took the top spot out of the 19 utilities included in this year’s ratings, earning a score of 78% and coming in 28^th place overall out of 331 companies across 20 industries. Alabama Power Company and TXU Energy tied for second place, each receiving a score of 75% and an overall rank of 60^th.

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

We 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 83^rd 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 278^th.

Overall, the utilities industry averaged a 57% rating in the 2016 Temkin Experience Ratings and tied for 12^th 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%.

Here are some additional findings from the utilities industry:

Georgia Power and SoCalGas Lead Utilities in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

This is the first year that utilities have been included in the Ratings. Overall, the utilities industry averaged a 62% rating in the 2015 Temkin Experience Ratings, coming in 13^th place out of 20 industries.

Georgia Power and Southern California Gas Company tied for the top spot out of 12 utilities in the Ratings, each scoring 74%, which put them both in 60^th place overall out of 293 companies across 20 industries. At the other end of the spectrum, Con Edison of NY was the lowest-rated utility company, with a score of 47% and a rank of 281^st.

Here are other highlights:

• Only five companies—Southern California Gas Company, Georgia Power, Florida Power & Light, Southern California Edison, and PSE&G—scored above the industry average in all three TxR component categories.
• Dominion Virginia Power, DTE Energy Electric Company, and Commonwealth Edison all scored above the industry average for both success and effort, but below industry average for emotion.
• Georgia Power scored 16.9 percentage-points higher than the industry average in emotion, the biggest difference between the industry average and a company score for any of the components.