(San Antonio, TX) April 16, 2020 – CPS Energy has been identified as a top utility across the nation and named one of the “Easiest Utilities to Do Business With” based on customer feedback according to the Cogent Syndicated Utility Trusted Brand & Customer Engagement™: Residential study from Escalent, a top human behavior and analytics firm.
In the first quarter of 2020, the utility Customer Effort Index reached its highest industry score ever, continuing its steady increase to 736 (on a 1,000-point scale) from 724 in Q1 2018. Significant improvements in phone and digital service are making it easier than ever for customers to do business with their utilities.
“CPS Energy is proud to be chosen as one of the “Easiest Utilities to do Business With,” said Rudy Garza, Chief Customer Engagement Officer for CPS Energy. “Our employees work extremely hard to prioritize our customers and community’s needs every single day. We live each day by our People First philosophy, which is doing the right thing for our customers, community and employees. We have worked to ensure our customers have the resources and tools they need to manage their bills and the ability to connect and engage with us when and how they want to.”
The Customer Effort Index reflects how easy it is to obtain service, information and offerings from a utility. “Customer effort performance has emerged as the most important influencer of utility customer satisfaction and explains 90% of overall service satisfaction,” said Chris Oberle, senior vice president at Escalent. “Top-scoring utilities on customer effort have developed easy processes across their critical customer experience touchpoints. In fact, customers who score their utility high on the Customer Effort Index also say their utility meets or exceeds their expectations. This translates to faster and more satisfying relationships that will ultimately benefit both the customer and utility.”
CPS Energy is number one in the electric and gas utilities in the South and earned a place in the top quartile among the winning combination utilities (electric & gas providers) and top decile when ranked against all combination utilities in the Residential study.
The study designates 42 utilities with the highest score on the index among 140 utilities surveyed. The 42 “Easiest Utilities to do Business With” are listed below.
2020 Easiest Utilities to Do Business With
|AEP Ohio||DTE Energy||OUC|
|Ameren Illinois||Duke Energy Midwest||Penn Power|
|Avista||Elizabethtown Gas||Peoples Gas|
|BGE||Florida Power & Light||Piedmont Natural Gas|
|Black Hills Energy – Midwest||Georgia Power||PPL Electric Utilities|
|Cascade Natural Gas||Idaho Power||Salt River Project|
|CenterPoint Energy – Midwest||Kentucky Utilities||SoCalGas|
|CenterPoint Energy – South||Met-Ed||TECO Peoples Gas|
|Columbia Gas – South||MidAmerican Energy||UGI Utilities|
|Columbia Gas of Ohio||Nashville Electric Service||Washington Gas|
|ComEd||National Fuel Gas||West Penn Power|
|Consumers Energy||New Jersey Natural Gas||Wisconsin Public Service|
|CPS Energy||NW Natural||Xcel Energy – Midwest|
|Delmarva Power||OPPD||Xcel Energy – West|