PSE&G Named a 2021 Customer Champion
Residential Customers Named PSE&G Most Trusted Combined Electric and Natural Gas Utility in the East
NEWARK, N.J., December 20, 2021 /3BL Media/ — PSE&G has been named a 2021 Customer Champion, by residential and business customers, based on a nationwide study of electric and natural gas customers by human behavior and analytics advisory firm Escalent. PSE&G is among the nation’s top utilities at engaging customers in meaningful ways. Escalent’s survey revealed support of environmental, social and governance (ESG) efforts played a critical factor in improving the engaged customer relationship (ECR) rating.
“The mission of PSE&G is to provide safe, reliable and affordable utility service to our customers while also providing a positive experience,” said Deborah Affonsa, vice president and chief customer officer for PSE&G. “We are committed to focusing on the long-term challenges facing our customers and communities including the impact of the current pandemic and the impact of climate change on our environment and our economy. We are honored to be recognized by our customers for these efforts.”
PSE&G also scored highest in brand trust among utilities in the Combination East segment by residential customers. Throughout the pandemic, PSE&G’s commitment to support its customers, communities, and the environment elevated customers’ trust, a critical factor in influencing energy customer behaviors. PSE&G also holds the top scores (in the Combination East segment) for positive company reputation and reliable quality of service, both components of brand trust.
“We are proud of our team’s commitment to building a compassionate and trusting relationship with our customers and communities.” Affonsa said.
Nationwide, more than half of business customers are highly engaged with their electric and natural gas utilities. Among business customers, utilities now have similar engagement experience ratings with other premier business service providers, such as primary banks, Google and Amazon, for having the most engaged relationships. The survey of PSE&G’s business customers revealed customers value the relationship they have forged with the utility as their trusted energy advisers.
These findings are based upon data from the 2021 Cogent Syndicated, Utility Trusted Brand & Customer Engagement™: Residential and 2021 Utility Trusted Brand & Customer Engagement™: Business, studies by top human behavior and analytics advisory firm Escalent.
About Utility Trusted Brand & Customer Engagement™: Residential
Escalent conducted surveys among 78,710 residential electric and natural gas utility customers of the 140 largest US utility companies (based on residential customer counts). The sample design uses a combination of quotas and weighting based on US census data to ensure a demographically balanced sample of each evaluated utility’s customers based on age, gender, income, race and ethnicity. Utilities within the same region and of the same type (e.g., electric-only providers) are given equal weight to balance the influence of each utility’s customers on survey results. The Engaged Customer Relationship (ECR) index is a composite score based upon a 360-degree consumer review of how engaged customers are with their energy utility provider. Scores are composed of ratings across service satisfaction, brand and product experiences. Escalent will supply the exact wording of any survey question upon request.
About Utility Trusted Brand & Customer Engagement™: Business
Escalent conducted surveys among 16,604 business electric and natural gas utility customers of 81 US utility companies. Utilities within the same region are given equal weight to balance the influence of each utility’s customers on survey results. The Engaged Customer Relationship (ECR) index is a composite score based upon a 360-degree customer review of how engaged businesses are with their energy utility provider. Scores are composed of ratings across service satisfaction, brand and product experiences. Escalent will supply the exact wording of any survey question upon request.
Escalent is a top human behavior and analytics advisory firm specializing in industries facing disruption and business transformation. As catalysts of progress for more than 40 years, we transform data and insight into a profound understanding of what drives human beings. And we help businesses turn those drivers into actions that build brands, enhance customer experiences and inspire product innovation. Visit escalent.co to see how we are helping shape the brands that are reshaping the world.
Public Service Electric & Gas Co. (PSE&G) is New Jersey’s oldest and largest gas and electric delivery public utility, serving three-quarters of the state’s population. PSE&G is the winner of the ReliabilityOne Award for superior electric system reliability in the Mid-Atlantic region. In 2020, PSE&G was named the most trusted combined gas & electric utility in the East Region, by the Cogent Syndicated Brand Trust Index. PSE&G is a subsidiary of Public Service Enterprise Group Inc. (PSEG) (NYSE:PEG), a diversified energy company. PSEG has been named to the Dow Jones Sustainability Index for North America for 14 consecutive years (www.pseg.com).