CPS Energy scored 733 – a rating above the overall industry score.
December 23, 2019 – San Antonio, Texas – Escalent, a top human behavior and analytics firm, designated CPS Energy as a 2019 Customer Champion. CPS Energy ranked 1st in the U.S. Southern Region for 2019 as a combined (electric & natural gas) utility for the 3rd consecutive time and 5th time since 2014. Nationally, CPS Energy is ranked 5th out of 32 combination utilities. The findings are from the 2019 Cogent Syndicated Utility Trusted Brand & Customer Engagement™: Residential study.
The study benchmarks and trends performance of 140 utilities on the Engaged Customer Relationship (ECR) score—a composite index of Service Satisfaction, Brand Trust and Product Experience performance based on over 67,000 customer interviews. The 2019 overall industry ECR score is 713 (on a 1,000-point scale), which is unchanged from last year. CPS Energy scored higher than the industry, with a score of 733.
“CPS Energy continuously strives to provide the best experience and value for our customers by developing enhanced offerings and ensuring customers are engaged,” said CPS Energy Chief Customer Engagement Officer, Felecia Etheridge. “We’re pleased our efforts are being recognized by both our customers and industry. We will continue to provide customers with the valuable tools they want and expect when they do business with us.”
CPS Energy focuses on enhanced customer experience and places significant effort on meeting customer expectations now and in the future. Forward thinking, especially in the areas of future generation and new technology on the grid, allows the utility to have one of the most cost-efficient and reliable systems, while constantly reducing emissions and developing new value-added solutions for customers like our brand new outage map.
The study designates 40 utilities as 2019 Customer Champions. These utilities have higher customer offerings and provide value-added offerings and services, and are best positioned for future customer success and industry innovation.
Below is a table with all 2019 Customer Champions.