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.

The bottom line: Utilities deliver mediocre customer experience.


Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.