Florida Power & Light and Southern California Gas Co. deliver the best customer experience in the utilities industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.
Out of 17 utility companies we looked at, Florida Power & Light and SoCalGas tied for the top spot. Each earned a rating of 67 percent, which put them both in 83rd place overall out of 294 companies across 20 industries. At the other end of the spectrum, Columbia Natural Gas was the lowest-rated utility company, with a score of 44 percent and an overall rank of 278th.
Overall, the utilities industry averaged a 57 percent rating in the 2016 Temkin Experience Ratings and tied for 12th place out of 20 industries. The average rating of the industry decreased by five percentage-points between 2015 and 2016, dropping from 62 percent to 57 percent.
"Since their inclusion in the Ratings last year, utilities companies have continued to deliver a mediocre level of customer experience," states Bruce Temkin, managing partner of Temkin Group.
Here are some additional findings from the utilities industry:
The ratings of all utilities in the 2016 Temkin Experience Ratings are as follows:
· Florida Power & Light (67 percent)
· Southern California Gas Co. (67 percent)
· TXU Energy (66 percent)
· Dominion Virginia Power (66 percent)
· Alabama Power Co. (65 percent)
· Georgia Power (65 percent)
· Consumers Energy Co. (61 percent)
· Southern California Edison (59 percent)
· Duke Energy Progress (58 percent)
· DTE Energy Electric Co. (58 percent)
· Consolidated Edison Co. of New York (57 percent)
· Pacific Gas and Electric Co. (56 percent)
· PSE&G (54 percent)
· CenterPoint Energy (53 percent)
· Ameren Illinois Co. (52 percent)
· Commonwealth Edison (48 percent)
· Columbia Natural Gas (44 percent)
Con Edison of NY (+10 points), Consumers Energy Co. (+7 points), and Dominion Virginia Power (+2 points) were the only utilities to improve their rating between 2015 and 2016.
Commonwealth Edison (-15 points), Georgia Power (-9 points), and PSE&G (-9 points) declined the most between 2015 and 2016.
Now in its sixth year of publication, the 2016 Temkin Experience Ratings is the most comprehensive benchmark of customer experience in the industry, evaluating 294 companies across 20 industries: airlines, appliance makers, auto dealers, banks, car rental agencies, computer makers, credit card issuers, fast food chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery services, retailers, software firms, supermarket chains, TV service providers, utilities, and wireless carriers.
To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each company's Temkin Experience Rating.
In these ratings, a score of 70 percent or above is considered "good," and a score of 80 percent or above is considered "excellent." In this year's Temkin Experience Ratings, 20 percent of companies earned a "good" or "excellent" score, while 44 percent received a "poor" or "very poor" score.