15 Utility Business Customer Champions Named, LADWP ranked 3rd in Western US
In a study of business customer relationships released by Market Strategies International the Los Angeles Department of Water and Power (LADWP) was ranked amongst the top three utilities in western United States and 10th in the nation for customer experience among the 59 utilities surveyed.
“LADWP’s top priority is — and always must be — providing high-quality, reliable service to the residents and businesses of Los Angeles,” said Mayor Eric Garcetti. “Today’s report shows that our utility is making tremendous progress and delivering the results our business customers expect. We will continue working hard to make L.A. safer and more sustainable, improve performance, and set the bar even higher.”
LADWP has placed a significant emphasis on improving customer service and the customer experience for our business clients, improving relationships with customers, providing exemplary service, resolving issues quickly, and developing value-added services. Over the past three years, LADWP’s Key Accounts Section created a single point of contact system for our largest customers; expanded educational efforts by offering customer workshops and webinars on topics such as power reliability, the electrification of transportation and charging stations, LADWP’s integrated resource plan, rates, energy efficiency and water conservation; and offered premiere clients breakfast with the General Manager, among other programs.
“Our investment in customer service is paying off,” LADWP General Manager David H. Wright said. “We’ve been hard at work increasing the emphasis on improving the customer experience at LADWP and placing customers first. We couldn’t be more pleased that at the results of this study which showcases that this hard work is paying off for our customers.”
Overall, utilities nationwide have strengthened their relationships with business customers to a record high score of 780 (on a 1000-point scale), according to the Utility Trusted Brand & Customer Engagement™: Commercial, a Cogent Reports™ study. This is a significant 32-point increase over 2015. The study measures Engaged Customer Relationships (ECR) through surveying business customers of 59 electric utilities on Brand Trust, Product Experience and Operational Satisfaction.
The fuel for this growth was an increase in ECR among unmanaged accounts, business customers not assigned a utility account manager. These unmanaged accounts now score 776, up 34 points from last year. Managed business accounts continue to score higher at 789. Customers with key account managers also score significantly higher on Brand Trust, indicating the relationship value account managers have developed with these businesses.
“We are pleased to see LADWP business customers vote them a utility Customer Champion this year, particularly by rating them higher on customer trust. This means businesses know LADWP will be there when they need them most and will do what it can to support the local community and develop the business economy,” said Chris Oberle, senior vice president, Market Strategies International. “LADWP also posts phenomenal scores on customer service and reliability.”
To view the full list of utilities surveyed, please visit: 2016 Cogent Reports Utility Customer Relationship Scoring - Full List.