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 13th 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 60th 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 281st.

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.

1503_UtilitiesTxRoverview1503_UtilitiesTxRcomponents
The bottom line: Utilities deliver mediocre customer experience.

 

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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