Sixth Annual Temkin Experience Ratings Evaluates 294 Companies Across 20 Industries
WABAN, Mass., May 23, 2016 /PRNewswire/ — Florida Power & Light and Southern California Gas Company deliver the best customer experience in the utilities industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.
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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%.
"Since their inclusion in the Ratings last year, utilities companies have continued to deliver a mediocre level of customer experience," states Bruce Temkin, managing partner of Temkin Group.
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.
Now in its sixth year of publication, the 2016 Temkin Experience Ratings is the most comprehensive benchmark of customer experience in the industry, evaluating 294 companies across 20 industries: airlines, appliance makers, auto dealers, banks, car rental agencies, computer makers, credit card issuers, fast food chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery services, retailers, software firms, supermarket chains, TV service providers, utilities, and wireless carriers.
To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each company's Temkin Experience Rating.
In these ratings, a score of 70% or above is considered "good," and a score of 80% or above is considered "excellent." In this year's Temkin Experience Ratings, 20% of companies earned a "good" or "excellent" score, while 44% received a "poor" or "very poor" score.
The 2016 Temkin Experience Ratings, along with other ratings, can be accessed at the Temkin Ratings website, www.TemkinRatings.com.
The free report, "2016 Temkin Experience Ratings," is available for download at the Customer Experience Matters® blog (ExperienceMatters.wordpress.com) and at the Temkin Group website, www.TemkinGroup.com.
About Temkin Group: Temkin Group is a leading customer experience research and consulting firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys, and Temkin Group accelerates their results by combining customer experience thought leadership with a deep understanding of organizational dynamics. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building up four core competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075 or send an Email.
*Customer experience matters is a registered trademark of Temkin Group.