Residential Enhancing Utility-Customer Relationships by Driving Brand Trust, Product Engagement and Operational Excellence
The Utility Trusted Brand & Customer Engagement™: Residential study provides a comprehensive view into utilities’ relationships with their residential customers, which includes operational satisfaction, product experience and brand trust. Together, these areas compose our proprietary Engaged Customer Relationship (ECR) metric—which has been proven to deliver true franchise value. Click here to view the 2018 ECR Scores.
A web-based survey among residential electric and natural gas utility customers of the 132 largest US utility companies (based on residential customer counts). Sample design uses US census data and strict quotas to ensure a representative sample of each evaluated utility’s customers based on age, income and race.
Study collects responses every quarter for the full year and provides seasonal perspectives. Subscribers receive robust annual sample sizes to enable drill-down analysis.