PSE&G Recognized As a 2016 Utility Customer Champion for Second Year

On Dec 23, 2016

Newark-based Public Service Electric and Gas (PSE&G), New Jersey’s largest utility, has been recognized for outstanding customer satisfaction for the second year by Cogent Reports, a division of Market Strategies International, a leading nationwide research firm.

Named a 2016 Customer Champion, PSE&G was one of 11 combined utilities nationwide who ranked highest in brand trust, product experience and operational satisfaction. Cogent surveyed more than 58,000 residential utility customers to determine the Engaged Customer Relationship (ECR) score for 130 utilities. PSE&G achieved an overall ECR score of 739 (on a 1,000-point scale), improving 29 points from last year with gains in all three areas.

“We are pleased to designate PSE&G a 2016 Customer Champion.  Their customers have rated them among the best utilities in the country,” said Chris Oberle, senior vice president, Market Strategies International.  “PSE&G customers have said they trust and appreciate their effective communications, community support, safe and reliable service and energy management offerings.  So, they have gone beyond building great operations and are now leading the industry on building strong customer relationships.”

“Based on the research, consumers want great brand and product experiences in addition to quality service,” said Greg Dunlap, PSE&G vice president-customer operations. “Safe, reliable service is no longer enough. They also expect us to help control their energy costs, make it easier to do business with us and use innovative tools and resources to communicate with them. The survey shows that our efforts to enhance the customer experience are being recognized.”

In the past year, PSE&G has strived to improve brand trust and product experience by increasing enrollments in its myAlerts texting service, introducing the ability to pay monthly bills by text and sending 8.5 million weather-related email alerts to keep customers informed during challenging weather. The increase in operational satisfaction can be attributed to frequent communications about PSE&G’s efforts to upgrade its infrastructure, such as the $905 million Gas System Modernization Program under way in communities across the state. In 2017, the utility plans to introduce an enhanced customer web site and bill, in addition to upgrading systems in its call centers.

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