Pennyrile Electric, Clark Public Utilities, and FPL earn top marks in Business Customer Satisfaction StudyE Source

We’re thrilled to announce the results of our 2021 Business Customer Satisfaction Study. We surveyed small and midsize business (SMB) customers to discover the utility attributes they value most as well as where their utility ranks on those attributes. The survey uses a 10-point scale, where 1 is the lowest score and 10 is the highest. Among seven attributes, SMB customers selected four as most important for a utility to possess:

  • Energy reliability
  • Trustworthiness
  • Keeping energy prices down
  • Effective emergency communications

E Source Market Research conducts the annual Business Customer Satisfaction Study to provide utilities and account representatives with direct feedback from customers. The survey produces an understanding of the overall satisfaction levels and identifies where improvement is essential. Over 2,000 SMB customers participated in the seventh edition of the study, which revealed the top-ranked utilities in 2021.

Of the participating utilities, Pennyrile Electric earned the top spot by receiving a score of 9.00 out of 10 for overall customer satisfaction and perceived value. Pennyrile Electric also scored highest for providing reliable energy, trustworthiness, and effective communication during energy emergencies. In addition, the utility’s account reps earned the highest scores for all attributes in the study.

CLICK HERE to read the press release.