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Report: Texas Retail Electric Provider Net Promoter Scoring Increases After Long Decline

August 12,2020



The average Texas retail electric provider Net Promoter Score (NPS) improved to 15.1 in Q2 2020 from 14.0 the previous quarter, according to the 2020 Cogent Syndicated Texas REP Trusted Brand study from Escalent

Before Q2 2020, REP NPS (a measure of customer satisfaction), "had been rapidly declining," Escalent said

Texas REP Net Promoter Score Trend
             NPS
Q2 2020     15.1
Q1 2020     14.0
Q4 2019     14.8
Q3 2019     14.8
Q2 2019     15.8
Q1 2019     17.5
Q4 2018     17.6
Q3 2018     19.0

Source: Escalent. Cogent Syndicated. Texas REP Trusted Brand. August 2020.

The study monitors and benchmarks NPS among all Texas REPs on a quarterly basis. Some of the findings regarding NPS performance are:

• Over one in four customers would prefer to purchase power from their local transmission and distribution utility (TDSP) rather than a REP.

• Over half of customers are Passives or Detractors, meaning they are unlikely to recommend their REP to anyone.

• Only four REPs post a negative NPS in Q2 2020.

• Gen Zers (customers age 18–24) have weak relationships with REPs and post a negative NPS.

• 19 REPs significantly increased customer loyalty (measured by NPS) and 19 decreased on loyalty.

• For those currently seeking a new REP, 74% said being a trusted and innovative brand is important, half want the lowest rate, while 44% seek great service levels.

The following is REP Net Promoter Score performance rankings

                            NPS
NEC Retail                 70.3
American Light & Power     54.5
WTU Retail                 53.1
Xoom Energy                47.1
Ameripower                 41.5
Acacia Energy              36.3
Champion Energy Services   33.5
4Change Energy             32.5
Cirro Energy               31.6
Spark Energy               30.3
Alliance Power             25.0
Green Mountain Energy      24.6
Discount Power             24.5
TriEagle Energy            19.4
Amigo Energy               18.2
Stream Energy              15.8
Constellation              14.6
TXU Energy                 13.4
First Choice Power         13.2
Bounce Energy              11.9
Accent Energy              11.2
Direct Energy              10.6
Ambit Energy               10.3
Payless Power               8.6
Reliant Energy              7.1
CPL Retail Energy           5.9
Gexa Energy                 2.9
Just Energy                -0.7
Frontier                   -8.7
Entrust Energy            -16.8
Brilliant Energy          -22.6

Source: Escalent. Cogent Syndicated. Texas REP Trusted Brand. August 2020.

Escalent also reported the largest net promoter score changes from year-end 2019, both the largest increases and largest decreases, as shown below:

Source: Escalent. Cogent Syndicated. Texas REP Trusted Brand. August 2020.

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