Customer Experience Heats Up in New Utilities CX Insights Report from ForeSee

ANN ARBOR, Mich.--()--ForeSee, the pioneer in voice-of-customer solutions, today released its 2018 Utilities Customer Experience (CX) Insights report. Based on survey data from more than 6,250 customers of 25 top utility providers in the U.S., both regulated and deregulated, the report sheds light on key industry trends that are driving a new provider-consumer dynamic.

Findings in the study make it clear that providers can cut costs and boost customer satisfaction by improving digital offerings.

  • 80% of consumers surveyed said they would be willing to forgo the call center completely if providers offered an ideal online experience.
  • The 25 providers included in the rankings stand to save a collective $208 million a year if they attain achievable call-center deflection.
  • The providers that stand to gain the most from call-center deflection ranked lower in customer satisfaction.

Texas giant, competitive electricity service provider Reliant, took the number-one spot in overall customer experience, with a ForeSee Experience Index (FXI) score of 82 (on a 100-point scale). They also took top spots in other categories, including bill pay and transparency, owed to easy-to-access and understand bills, a wide range of value-added services and products, and a popular mobile app. Other providers that ranked in the top five include: MidAmerican Energy Company (80.5), Public Service Enterprise Group (79.3), Florida Power and Light (79.3), and PPL Electric Utilities Corporation (78.5).

“At Reliant, we have an unquenchable thirst for continuous improvement around customer experience. Whether it is by providing innovative products, easy-to-use tools or an effortless experience through any of our service channels, we will never rest at finding ways to improve customer experience,” said Elizabeth Killinger, president, Reliant and NRG Retail. “We are honored to accept this first place award and be recognized in the Customer Experience Insights report and we look forward to creating an even brighter energy future for our customers.”

The research insights signal a shift in the industry, with value-added services as paramount to creating an ideal customer experience, and the rise of the proactive and engaged 'prosumer'. The report also includes data on:

  • The customer quest for one-touch success on call center, mobile, and web channels
  • Call-center deflection techniques that reduce costs and improve satisfaction
  • CX strategies for regulated and deregulated utilities

“Consumers are increasingly looking to their providers for new tools and data that help them manage their energy usage and save money. Our research shows that even awareness of value-added services, whether or not they use them, makes for happier customers,“ said Pete Daffern, CEO of ForeSee. “CX-centric providers are sure to have a distinct competitive edge in an industry that is no longer just about keeping the lights on.”

Download the complete ForeSee Experience Index: Utilities CX Insights report now.

About the Report

The Utility CX Insights report is the first study of its kind to assess customer experience (CX) with national utility providers. This report is based on survey data from more than 6,250 customers of 25 top utility providers in the U.S. The list is comprised of the largest providers based on revenue and number of residential customers served, and includes a combination of both individual providers and holding companies. The survey was conducted in February 2018. The FXI Score is a composite customer experience metric based on customer interactions with each provider’s digital and call center channels on a 0-100 scale. When two or more scores are identical at one decimal place, the next decimal place is used to break ties and determine rankings.

About ForeSee

Founded in 2001, ForeSee is the pioneer of voice of customer (VOC) solutions that measure and improve the customer experience. ForeSee CX Suite is powered by the only proven causal model that accurately connects CX improvements to business outcomes, empowering business leaders with strategic and tactical CX decisioning. Thousands of leading organizations in retail, financial services, energy and utilities, and the public sector rely on ForeSee to give certainty to their CX initiatives. Visit to learn more or schedule a demo.


Caroline Hacker


Caroline Hacker