Escalent, in its Cogent Syndicated Texas REP Trusted Brand study, said that the Texas retail electric provider (REP) average net promoter score (NPS) is down to 15, which Escalent called a "significant" decline from 18 in 2018

NPS is derived from subtracting the percentage of customers who are brand 'detractors' from those who are 'promoters.' The more positive the outcome, the more likely it is that customers will promote their REP to others and advocate for the brand.

The study, which surveys over 5,300 residential customers annually, finds that the decline in NPS is due to a higher number of brand 'detractors' than in 2018.

"A 104-point gap between the highest- and lowest-scoring REPs indicates that some retail brands are failing to create strong and lasting connections with their customers. However, the staggering gap also indicates that the 10 top-scoring REPs are very well positioned to grow their customer bases thanks to strong brand preference," Escalent said

"Customers are recommending a few elite Texas REP brands based upon their NPS. That advocacy can translate to better franchise values and increased market share," said Chris Oberle, senior vice president at Escalent. "The large NPS performance gap indicates the market is ripe for a shakeout, where the top 10 brands have an opportunity to grab the lion’s share of customers."

Escalent said that the top 10 Texas REPs that customers recommend others should use are:

Top Scoring on Net Promoter Score
4Change Energy
Champion Energy Services
Acacia Energy
Just Energy
Alliance Power
NEC Retail
American Light & Power
WTU Retail
Beyond Power
Xoom Energy

The following is a ranking of Texas retail electric providers on year-end 2019 net promoter scores.

REP                      NPS
NEC Retail                65
Beyond Power              46
Alliance Power            42
American Light & Power    40
Xoom Energy               39
Acacia Energy             34
4Change Energy            34
Champion Energy Services  31
Just Energy               30
WTU Retail                30
Cirro Energy              27
Stream Energy             25
Green Mountain Energy     25
Discount Power            23
Ameripower                22
TriEagle Energy           21
Direct Energy             20
Amigo Energy              19
Infinite Energy           17
CPL Retail Energy         14
Ambit Energy              14
Bounce Energy             13
TXU Energy                12
First Choice Power        11
Spark Energy              11
Reliant Energy             7
Frontier                   3
Pennywise                  0
Payless Power             -2
Constellation             -5
Gexa Energy               -6
Accent Energy            -13
Entrust Energy           -16
Brilliant Energy         -39

Source: Escalent. Cogent Syndicated. Texas REP Trusted Brand.

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