CAMBRIDGE, Mass.--(BUSINESS WIRE)--Business customers who have an account manager at electric utilities are significantly more satisfied with their service experiences compared with non-managed customers. In fact, managed account customers have a Service Satisfaction score of 791 (on a 1,000-point scale), which is 17 points higher than the average non-managed customer score. Managed accounts are surveyed as part of Utility Trusted Brand & Customer Engagement™: Business, a Cogent Reports™ study by Market Strategies International.
The main driver of this difference is account managers’ ability to educate and provide guidance to their customers on enhanced utility products. Overall, managed accounts have significantly greater use of utility consumption management programs, enhanced service channels and alternative rate plans.
“Utilities that have an account manager relationship with businesses earn a higher level of respect and are seen as trusted partners,” said Chris Oberle, senior vice president at Market Strategies. “Greater product use, stronger brands and personal interactions have forged stronger utility relationships with managed accounts. In fact, one in five of these customers says their utility is a partner in the success of their business.”
The study highlights utilities with the greatest managed account Service Satisfaction as shown in the chart, Top-scoring Managed Account Utility Programs.
Top-scoring Managed Account Utility Programs*
|Utility brand name||Service Satisfaction score|
|Salt River Project||835|
|Duke Energy Progress||833|
|Rocky Mountain Power||828|
|Louisville Gas & Electric||819|
|Southern California Edison||818|
|Duke Energy Midwest||811|
|Florida Power & Light||810|
|Los Angeles Department of Water & Power||804|
* Based upon scoring among customers saying they have an account manager at their utility
About Utility Trusted Brand & Customer Engagement: Business
Market Strategies conducted surveys among 10,031 business electric and combination utility customers of the 60 largest US utility companies (based on customer counts). Utilities are given equal weight to balance the influence of each utility’s customers on survey results. Market Strategies will supply the exact wording of any survey question upon request.
About Market Strategies International
Market Strategies International is a leading provider of research and consulting services to utility management, trusted by the world’s most successful organizations to help them thrive. We blend primary research with data from our syndicated, benchmarking and self-funded studies to provide clients with exceptional research insight that helps solve their challenges. Our research specialties include brand, communications, CX, product development and segmentation. Our syndicated products, known as Cogent Reports, help clients understand the market environment, explore industry trends and monitor their brand within the competitive landscape. Founded in 1989, Market Strategies is one of the largest market research firms in the world. Read Market Strategies’ blog at FreshMR, and follow us on Facebook, Twitter and LinkedIn.