Escalent
Escalent
Cogent Syndicated

Engage your customers, benchmark your business and build franchise value with the Texas REP Trusted Brand study. The retail electric industry is rapidly changing, and without the right information, tools and guidance, today’s retailers risk becoming obsolete. The study provides a comprehensive view into REPs’ relationships with their residential customers, through a customer experience “balanced scorecard” approach. Proprietary metrics comprise our REP Brand Trust model—which has been proven to deliver true franchise value.

X
Percentage of AUM in DC plans
• Percentage of compensation from DC plans
• Number and size of plans managed
Services provided to DC plan sponsors and participants
• Impact of fee disclosure regulations
• Number of plan providers typically recommended
• Number and type of investment options typically recommended
• QDIA option used most often
• Target date fund recommendation

Value

The report will enable subscribers to:

Benchmark Performance
Track performance against 43 REPs and identify opportunities and trends to increase your company’s brand trust level

Increase Franchise Value
Capitalize on opportunities to strengthen internal operations and target marketing, and increase product sales and profitability

Boost Customer Acquisition
Track, manage and improve brand qualities that your current and targeted customers are seeking in a REP

Methodology

  • 5,800+ residential electric customers
  • 43 Texas retail electric providers
  • Web-based survey
  • Sample design: US census data and strict quotas to ensure a representative sample of customers based on age, income and race

Areas of Inquiry

Trusted Brand Measurement Factors

  • Local outreach efforts and reputation
  • Customer advocacy
  • Environmental focus
  • Communication effectiveness
  • Brand traits and positioning

Product Experience Measurement Factors

  • Awareness and usage of offerings
  • Demand for billing, retail, service and consumption management offerings
  • Market positioning of offerings

Service Satisfaction Measurement Factors

  • Billing and payment processes
  • Customer service performance

Customer Impressions

  •  Comparisons with other local service providers
  • Brand equity/value measurements
  • Customer advocacy scoring
  • Service diagnostics
  • Net Promoter Scores®
  • Customer appeal

Subscription Details

Publication Date: September 2019

Deliverables:

  • Detailed report with analysis of data
  • Online portal tool with every score and question for each REP using mTAB
  • On-site strategy session to provide actionable results and facilitate strategic planning

Texas REP Trusted Brand
Preview