Satisfaction Study Underscores Changing Customer Requirements
In a year of challenging market conditions, ENGIE Resources demonstrates strength with improvements in customer satisfaction and loyalty scores.
HOUSTON – February 6, 2018 – Results from ENGIE Resources’ annual customer satisfaction survey point to several significant trends taking shape among commercial and industrial consumers. In 2017 – a year marked by low market prices, reduced volatility, and intense competitive activity – ENGIE experienced an increase in overall customer satisfaction and net promoter scores.
The research showed 88 percent of ENGIE Resources customers are highly satisfied – up 3 percent from the previous year’s survey. The data also yielded a notable rise in its Net Promoter Score™, an indicator of how many people are likely to recommend the brand to other customers, as the company increased to 47 from 30.
The independent study, conducted by Tricone Research Inc., sampled a large and diverse blend of nearly 700 commercial and industrial customers spanning all sizes and markets.
“In all the factors contributing to satisfaction, we saw participants place greater emphasis on service in 2017. Although competitive pricing remained a significant component, it trailed other factors in determining satisfaction, signaling a shift in customer requirements,” said Richard Cisneros, CEO of Tricone Research.
J.D. Burrows, Vice President of Marketing at ENGIE Resources, said, “Our performance in both service and competitive pricing further reinforces our commitment to building long-lasting relationships with customers that go far beyond the initial procurement deal. We want to deliver value over the long term, and the results of this recent survey demonstrate that our efforts continue to head in the right direction.”
In addition to competitive pricing and service, the survey results also provided insight into a number of other important trends. Having accurate and on-time bills, the flexibility to switch products, and an online portal all increased in importance among participants. Having the flexibility to add meters, the support of knowledgeable service representatives, and transparent pricing decreased significantly in importance.
With power markets open for competition in more than a dozen states, ENGIE Resources views voice-of-customer studies as a key resource in gauging performance, perfecting the customer experience, and developing new product and service offerings. Tricone Research is a leader in providing these insights and specializes in business-to-business studies for the energy industry.
To view a recorded webinar presentation of the results and trends, please visit this LINK.
About ENGIE Resources
ENGIE Resources is a business unit of ENGIE North America and part of the international energy group ENGIE. As the fourth-largest electricity supplier to non-residential consumers in the United States, we deliver a combination of products and services, highly rated customer service, and financial strength that provides unique and compelling value to our customers. Now offering solar and other renewable energy options, demand response, and on-bill financing, we assure our customers that they can count on us to create effective, customized plans for them. Our in-house energy experts work with customers to understand their operations, tailoring products and services specific to their business and budget. For more about ENGIE Resources, visit www.engieresources.com or call 1-866-999-8374. Follow ENGIE Resources on LinkedIn, Twitter, and Facebook.
The company offers electricity service to residential and small business customers in Connecticut, Delaware, Illinois, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Ohio, Pennsylvania, Rhode Island, Texas, and Washington, D.C., under the brand Think Energy®. Think Energy® works every day to be “The Unsurprise Energy Company,” providing customers transparent, competitive fixed prices, easy-to-use online tools, and excellent customer service. For more information, visit www.thinkenergy.com, or call 1-888-923-3633, or email email@example.com.
ENGIE Resources & Think Energy® are part of ENGIE North America, which manages a range of energy businesses in the U.S. and Canada, including electricity generation and cogeneration, natural gas and liquefied natural gas (LNG) distribution and sales, and retail energy sales, as well as services to help customers run their facilities more efficiently and optimize their energy use and expense. For more information on ENGIE North America, visit www.engie-na.com or Twitter.