While other Texas retail electricity providers (REPs) are showing a drop in customer satisfaction ratings, NEC Co-op Energy has come in second among competitive retailers for net promoter score (NPS), including Reliant, Direct Energy, CPL Energy and TXU Energy. The NPS is based upon customer likelihood to recommend a company to others.

These results are from the 2018 Texas REP Trusted Brand™ report, a Cogent Reports™ study by Market Strategies International-Morpace. It includes data from customer interviews and over 5,500 Texas electricity consumer responses that measure performance, including billing and service quality, community support, environmental dedication, competitive rates, product value, net promoter scores, customer effort, loyalty and brand trust. There’s a wide range of retailer scores, with the highest score at the top with 61.0, and the lowest score of -6.8, showing a large disparity in customer satisfaction across the state.

Interestingly, in a mature market like Texas, the small to medium-sized REPs still have the highest satisfaction ratings. And they don’t necessarily have the lowest rates, suggesting that price is not always the driver of what attracts customers. In fact, the study also shows that one in three Texans has only been with his or her REP for fewer than two years, before they switch to a competing provider.

NEC Co-op Energy, as a local co-op, has held strong for decades, proudly serving over 33,000 members in South Texas without gimmicks or special promotions. While electricity rates rise and fall, and promotions come and go, we continue to believe that customer relationships are everything. And now, we have the numbers to prove it.

Texas Retail Electric Providers 2018 Net Promoter Scores
American Light & Power 61.0
NEC Retail 58.6
Constellation 47.0
TriEagle Energy 41.8
Bounce Energy 36.3
Green Mountain Energy 32.9
Discount Power 32.5
Infinite Energy 31.5
Champion Energy Services 30.6
Amigo Energy 29.4
Just Energy 26.5
Cirro Energy 25.9
4Change Energy 24.6
Spark Energy 22.5
First Choice Power 21.8
Stream Energy 18.3
TEXAS MARKET AVERAGE 17.6
Alliance Power 17.3
Ambit Energy 16.8
Reliant Energy 14.7
CPL Retail Energy 11.9
TXU Energy 11.2
WTU Retail 8.2
Direct Energy 7.6
Frontier 5.1
Entrust Energy -0.2
Gexa Energy -2.0
Pennywise -6.8

 

*Sources: Business Wire