Texas Retail Provider Included In Annual Customer Experience Ratings
Temkin released its 2018 Temkin Experience Ratings, an annual customer experience benchmark of companies based on a survey of 10,000 U.S. consumers which included several utilities and a Texas retail provider
TXU Energy was included in the ratings with a rating of 65%
TXU was the only competitive energy company listed in the ratings; 19 distribution utilities were also listed
"Utilities need to act less like monopolies, and more like competitive entities that must earn customer loyalty, so that they'll embed CX improvements into their operating fabric," states Bruce Temkin, managing partner of Temkin Group.
To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each company's Temkin Experience Rating.
Temkin said that in these ratings, a score of 70% or above is considered "good," and a score of 80% or above is considered "excellent," while a score below 60% is considered "poor."