We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.
Out of 17 utility companies we looked at, Florida Power & Light and SoCalGas tied for the top spot. Each earned a rating of 67%, which put them both in 83rd place overall out of 294 companies across 20 industries.
At the other end of the spectrum, Columbia Natural Gas was the lowest-rated utility company, with a score of 44% and an overall rank of 278th.
Overall, the utilities industry averaged a 57% rating in the 2016 Temkin Experience Ratings and tied for 12th place out of 20 industries. The average rating of the industry decreased by five percentage-points between 2015 and 2016, dropping from 62% to 57%.
Here are some additional findings from the utilities industry:
- The ratings of all utilities in the 2016 Temkin Experience Ratings are as follows: Florida Power & Light (67%), Southern California Gas Company (67%), TXU Energy (66%), Dominion Virginia Power (66%), Alabama Power Company (65%), Georgia Power (65%), Consumers Energy Company (61%), Southern California Edison (59%), Duke Energy Progress (58%), DTE Energy Electric Company (58%), Consolidated Edison Company of New York (57%), Pacific Gas and Electric Company (56%), PSE&G (54%), CenterPoint Energy (53%), Ameren Illinois Company (52%), Commonwealth Edison (48%), and Columbia Natural Gas (44%).
- Con Edison of NY (+10 points), Consumers Energy Company (+7 points), and Dominion Virginia Power (+2 points) were the only utilities to improve their rating between 2015 and 2016.
- Commonwealth Edison (-15 points), Georgia Power (-9 points), and PSE&G (-9 points) declined the most between 2015 and 2016.