Customer satisfaction is tied to amount of effort needed to do business with their utility
TECO Peoples Gas was recognized by Market Strategies-Morpace as the easiest utility in the nation with which to conduct business, based on Customer Effort index scores.
Peoples Gas led the nation with the highest Customer Effort index score, 802, out of the 140 electric, natural gas and combination utilities included in the survey. The Customer Effort index score measures how easy it is for customers to interact with a utility across a variety of touchpoints. Only 33 utilities also were considered easy to do business with, based on a Customer Effort score of 750 or greater.
“Making it as easy as possible for customers to interact with us is critical to our business, and we are committed to providing a world-class customer experience,” said T.J. Szelistowski, president of Peoples Gas. “Having a knowledgeable and friendly team as well as our efforts to update our website and offer a variety of self-service options really helps set us apart.”
Last year, Peoples Gas received the highest overall score in the nation for the fourth year in a row in the 2018 Utility Trusted Brand & Customer Engagement™: Residential study. The Cogent Reports™ study by Market Strategies International provides a comprehensive view into utilities’ relationships with their residential customers.
More than 60,000 residential utility customers responded to the survey.
Peoples Gas also has been designated an Environmental Champion and a Customer Champion by the same group for the past five years.
Peoples Gas System, Florida’s largest natural gas distribution utility, serves about 390,000 customers across Florida. Peoples Gas is a subsidiary of Emera Inc., a geographically diverse energy and services company headquartered in Halifax, Nova Scotia, Canada.