Escalent designated CPS Energy as a 2020 Customer Champion. CPS Energy ranked 1st in the U.S. Southern Region for 2020 as a combined (electric & natural gas) utility with a score of 749 (on a 1,000-point benchmark scale), an increase from 733 in 2019. These results are from the 2020 Cogent Syndicated Utility Trusted Brand & Customer Engagement: Residential study.
The study benchmarks and trends performance of 140 utilities on the Engaged Customer Relationship (ECR) index- a comprehensive customer relationship measurement used by utility management to assess customer engagement. This year’s results reflect strengthened brand perceptions and increased product engagement.
“Engaging customers beyond simply satisfying service needs is now a utility reality to ensure future success. Scoring well on the ECR index is critical to growing company value and stakeholder support,” said Chris Oberle, senior vice president at Escalent. “Utilities have confronted a very tough year by building customer support for their environmental, social, product and management efforts. Our 2020 Customer Champions are leading the pack on these ESG principles.”
The 2020 Customer Champion designation marks the 4th consecutive year CPS Energy has been ranked #1 in the U.S. Southern Region for a combined utility. This is the 6th time the company has been recognized since 2014.
“CPS Energy is honored to be recognized by Escalent as a 2020 Customer Champion,” said Chief Customer Engagement Officer, Rudy Garza. “Despite the challenges facing our entire community during this pandemic, our 3,100 employees, who are truly People First Champions, are working to ensure our community receives Reliable, Customer Affordable, Safe, Secure, Environmentally Responsibleand Resilient service, and we are committed to continue to do so as we move into the next year.” The study designates 42 national utilities as 2020 Customer Champions. These utilities performed above their peers to be given the 2020 Customer Champion designation.
Below is a table with all 2020 Customer Champions.
| Cogent Syndicated 2020 Utility Customer Champions | ||
| AEP Ohio | Duquense Light | Pepco |
| Atmos Energy- South | Elizabethtown Gas | Piedmont Natural Gas |
| Avista | Idaho Power | PPL Electric Utilities |
| BGE | Intermountain Gas Company | PSE&G |
| Black Hills Energy- Midwest | Kentucky Utilities | RG&E |
| Cascade Natural Gas | MidAmerican Energy | Salt River Project |
| CenterPoint Energy- Midwest | Montana-Dakota Utlities | SDG&E |
| Columbia Gas- South | New Jersey Natural Gas | TECO Peoples Gas |
| Columbia Gas of Ohio | NIPSCO | Texas Gas Service |
| CPS Energy | NW Natural | Toledo Edison |
| Dayton Power & Light | Oklahoma Natural Gas | Washington Gas |
| Delmarva Power | OUC | Wisconsin Public Service |
| DTE Energy | PECO Energy | Xcel Energy- Midwest |
| Duke Energy Midwest | Peoples Gas | Xcel Energy- West |
