Escalent
Escalent
Cogent Syndicated

Engage your customers, benchmark your business and build franchise value with the Utility Trusted Brand & Customer Engagement study. The gas and electric utility industry is rapidly changing, and without the right information and tools and guidance, today’s utilities risk becoming obsolete. The study explores utility relationships with residential customers through a customer experience “Balanced Scorecard” approach. Examine service satisfaction, product  experience and brand trust to deliver true franchise value and become a utility of the future. No other syndicated study comes close to the quality of our research. Utility Trusted Brand & Customer Engagement—the study you can trust.

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 140 gas, electric and combination utilities to identify opportunities and trends

Increase Franchise Value
Capitalize on opportunities to strengthen internal operations and external brand value

Improve Customer Engagement
Track, manage and increase brand trust, product engagement and service excellence to improve your bottom line

Methodology

  • 50,000+ residential electric and natural gas customers
  • 140 electric, natural gas and combination utilities
  • Web-based survey
  • Sample design: US census data and strict quotas used to ensure a trustworthy and representative sample of each evaluated utility’s 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 use of voluntary programs
  • Influence on use of enhanced offerings
  • Demand for billing, retail, service and consumption management offerings
  • Impact of voluntary products on energy costs, the environment and other utility consumer needs

Service Satisfaction Measurement Factors

  • Safety and reliability
  • Billing and payment processes
  • Customer and field service performance

Customer Impressions of Utility

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

Subscription Details

Published Quarterly
Deliverables:

  • Detailed report with analysis of data
  • Online portal tool with every score and question
  • Simulator to model and forecast impact of changes in management areas
  • On-site strategy session providing actionable results and facilitating strategic planning
  • Participation in industry best practice webinars

Investment: Contact Us

UTBCE Residential
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