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Satisfaction Study Underscores Changing Customer Requirements

February 06,2018

The following is a news release from ENGIE. disclaims any responsibility for the content or data contained in the release below, and makes no averment as to its accuracy or statements

Satisfaction Study Underscores Changing Customer Requirements

HOUSTON, Feb. 6, 2018 /PRNewswire/ -- 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.


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