Market Strategies International Ranks More Than 120 Utilities Across Nation
CPS Energy recently earned another top award. The 157 year-old energy company was recently named “Customer Champion” in South Region of the United States, relative to all combined utilities. As a combined utility, CPS Energy provides both electric and gas energy services.
The designation was determined through an extensive residential customer survey program, conducted by Market Strategies International (MSI) and was included in its recent set of Cogent Reports, focused on its 2017 Utility Trusted Brand & Customer EngagementTM work. The award assessed multiple key performance categories such as Brand Trust, Product Experience and Service Satisfaction
“In the past year, employees at CPS Energy have worked very hard to improve the overall customer experience and dramatically increase the value we bring to our customers,” said Felecia Etheridge, Chief Customer Engagement Officer. “This recognition demonstrates all of their hard work this past year has paid off, while also setting a high bar for us to exceed in 2018.”
MSI evaluates more than 130 utilities across the nation on the total customer experience in 12 areas, such as customer advocacy, reliability, safety, field service performance, back-office quality, and energy management efforts.
Chris Oberle, a senior vice president at Market Strategies International said that Customer Champion utilities have stronger brands that leads to lower operating costs and influence customer behavior.
“These utilities also lead on industry innovation and building the new energy economy,” he said.
Etheridge noted that in the past year, CPS Energy has launched a number of new customer experience improvement programs and expanded the reach of existing programs. The Manage My Account program was expanded, reaching thousands more than the year before, which enabled customers to manage their energy usage from computer or phone. The company also improved the call center experience to reduce wait time and improve satisfaction scores. In addition, CPS Energy expanded its demand reduction programs, which reduced emissions.
“As I look at 2017 and the momentum of our People First philosophy, the results and improvements speak for themselves. People First is about us ensuring that every decision we make and action we take put our customers, employees and community as a top priority. When you do that, the numbers and improvements come naturally,” said Etheridge.
ABOUT CPS Energy:
CPS Energy is celebrating its 75th year of City of San Antonio ownership. Established in 1860, we are the nation’s largest municipally owned natural gas and electric company, providing safe and affordable service to 804,000 electric and 343,000 natural gas customers in Greater San Antonio. With our AA+ credit rating, one of the best in the industry, we offer best in class reliability and some of the lowest rates among the top 10 largest U.S. cities. We recognize our role as a community partner and are continuously focused on job creation, economic development and educational investment. Powered by our people, our investment in the community is demonstrated through our employees’ generosity in giving $1.1 million to United Way. We are also committed to investing in clean energy. CPS Energy is among the top public power wind energy buyers in the nation and number one in Texas for solar generation. For more information, visit newsroomp.cpsenergy.com.