CPS Energy Designated 2020 Customer Champion For 4th Consecutive Year And 6th Time Since 2014


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 OhioDuquense LightPepco
Atmos Energy- SouthElizabethtown GasPiedmont Natural Gas
AvistaIdaho PowerPPL Electric Utilities
BGEIntermountain Gas CompanyPSE&G
Black Hills Energy- MidwestKentucky UtilitiesRG&E
Cascade Natural GasMidAmerican EnergySalt River Project
CenterPoint Energy- MidwestMontana-Dakota UtlitiesSDG&E
Columbia Gas- SouthNew Jersey Natural GasTECO Peoples Gas
Columbia Gas of OhioNIPSCOTexas Gas Service
CPS EnergyNW Natural Toledo Edison
Dayton Power & LightOklahoma Natural GasWashington Gas
Delmarva PowerOUCWisconsin Public Service
DTE EnergyPECO EnergyXcel Energy- Midwest
Duke Energy MidwestPeoples GasXcel Energy- West
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