Industry Highlight - CPS Energy voted as one of the “EASIEST UTILITIES TO DO BUSINESS WITH”
Deposit Alternatives has been built on customer service, and we love to recognize other companies that have the same core principles. On April 16th 2020 CPS Energy (San Antonio, TX) was voted as "one of the easiest utilities to do business with" by Cogent Syndicated Utility Trusted Brand & Customer Engagement: Residential study from Escalent, a top human behavior and analytics firm.
Rising to a score of 736 (on a 1,000-point scale) in the difficult first quarter of this year is the highest the company has scored. Q1 2018 showed a score of 724, so they have showed significant improvement, primarily in phone and digital service.
“CPS Energy is proud to be chosen as one of the “Easiest Utilities to do Business With,” said Rudy Garza, Chief Customer Engagement Officer for CPS Energy. “Our employees work extremely hard to prioritize our customers and community’s needs every single day. We live each day by our People First philosophy, which is doing the right thing for our customers, community and employees. We have worked to ensure our customers have the resources and tools they need to manage their bills and the ability to connect and engage with us when and how they want to.”
While there were 24 utilities that have made the list, CPS Energy is number one in the electric and gas utilities in the South!
“Customer effort performance has emerged as the most important influencer of utility customer satisfaction and explains 90% of overall service satisfaction,” said Chris Oberle, senior vice president at Escalent. “Top-scoring utilities on customer effort have developed easy processes across their critical customer experience touchpoints. In fact, customers who score their utility high on the Customer Effort Index also say their utility meets or exceeds their expectations. This translates to faster and more satisfying relationships that will ultimately benefit both the customer and utility.”
We congratulate CPS Energy on this honor and we are pleased to know many of their great employees!
To learn more about CPS Energy, visit their website here.
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