---
title: "Utility Trusted Brand & Customer Engagement: Residential"
description: Gain key insights on residential utility brand trust and engagement. Discover in our blog how strategy and consulting improve satisfaction and loyalty at scale.
---

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 RESIDENTIAL

# Utility Trusted Brand & Customer Engagement

 Engage customers by going beyond satisfaction to establish a strong brand and outstanding product experience

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### Request More Information

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

**Drive Product Performance**  
Develop a product portfolio and go-to-market strategies that deliver results

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

## Methodology

- 75,000+ residential electric and natural gas customers
- 155 electric, natural gas and combination utilities
- Web-based survey
- US census data and strict quotas are used to ensure a trustworthy and representative sample of each 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
- Communications Intensity Index
- Consumption management programs
- Alternative power and fuel options
- Home service and protection programs
- Water service benchmarking

## Subscription Details

**Published Quarterly  
Deliverables:**

- Detailed report with analysis of data
- Online portal tool with every score and question
- On-site strategy session providing actionable results and facilitating strategic planning
- Participation in industry best practice webinars

## Investment: Contact Us

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