We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.
Congratulations to Georgia Power and Florida Power & Light for earning the top customer experience score in the utilities industry.
Of the 20 utilities included in this year’s Ratings, Georgia Power and Florida Power & Light tied for the top spot. Each earned a score of 75% and placed in 65th overall out of 318 companies across 20 industries. These two companies are no strangers to the top; Georgia Power also received the highest rating in the industry in 2017 and 2015, and Florida Power & Light earned the highest rating in 2016. Southern California Gas Company came in a close third with a score of 74% and an overall rank of 85th.
Overall, the utilities industry averaged a 65% rating in the 2018 Temkin Experience Ratings and tied for 15th place out of 20 industries. The average rating of the industry dropped by 2.6 percentage-points between 2017 and 2018, going from 67.9% down to 65.3%.
Consumers Energy Company’s customer experience score improved the most over the previous year, gaining four percentage-points. TXU Energy’s score, on the other hand, declined the most, dropping by 10 points.