Cogent Energy Reports
The Utility Trusted Brand & Customer Engagement: Business report helps utilities confidently invest in product and service offerings that drive customer satisfaction, engagement and brand value. Our proprietary Engaged Customer Relationship (ECR) metric helps utility leaders diagnose and understand the opportunities to unlock customer and franchise value.

Value

The report will enable subscribers to:

  • Improve ECR through managing brand trust, product experience and operational satisfaction
  • Benchmark performance against your peers, industry averages and best-in-class utilities
  • Identify market and operational strengths and weaknesses
  • Connect management actions to customer perceptions
  • Increase utility franchise value

Methodology

A web-based survey among commercial electric utility customers of the 58 largest US utility companies (based on commercial customer counts). Sample design uses strict quotas to ensure a representative sample of each evaluated utility’s commercial customers based on business spending of over $100 per month on electricity.

Two waves of research will be conducted in 2016. Subscribers will have 100 customer
respondents per wave (200/year), and non-subscribers will be evaluated by 60 customer respondents per wave (120/year).

 

Subscription Details

Publication Schedule: 

  • Jun: Wave 1 data portal
    Wave 1 report
  • Dec: Wave 2 data portal
    Wave 2 report

Deliverables: 

  • Full report with analysis of data
  • Data analysis using mTAB
  • Simulator to model and forecast impacts of changes in management areas
  • Webcast of overall industry results
  • On-site strategy session to provide actionable results and facilitate strategic planning
  • Participation in industry best practice webinars

Areas of Inquiry

Trusted Brand Measurement Factors

  • Local economic development and reputation
  • Customer advocacy
  • Environmental focus
  • Communication effectiveness
  • Consistency of service quality

Product Experience Measurement Factors

  • Awareness and use of voluntary programs
  • Influence on use of other offerings
  • Demand for billing, payment, service and consumption management offerings
  • Impact of voluntary products on energy costs, the environment and other utility consumer needs

Operational Satisfaction Measurement Factors

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

Customer Impressions of Utility

  • Net Promoter® Score
  • Customer engagement comparisons to other local service providers
  • Customer advocacy scoring

Utility-Customer Engagement and Operational Diagnostics

  • ECR Scores
  • Managed accounts and business support services value-add
  • Key performance indicators (KPIs)
  • Touchpoint measurements (proactive and reactive)
  • Cunsumer journey actions
  • Brand-building activities
  • Back-office quality (service, rates, outage handling and billing)
  • Energy management and consumption efforts

Request More Information

Download the Fact Sheet