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 electricity provider in Texas, 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 Providers2018 Net Promoter Scores
American Light & Power61.0
NEC Retail58.6
TriEagle Energy41.8
Bounce Energy36.3
Green Mountain Energy32.9
Discount Power32.5
Infinite Energy31.5
Champion Energy Services30.6
Amigo Energy29.4
Just Energy26.5
Cirro Energy25.9
4Change Energy24.6
Spark Energy22.5
First Choice Power21.8
Stream Energy18.3
Alliance Power17.3
Ambit Energy16.8
Reliant Energy14.7
CPL Retail Energy11.9
TXU Energy11.2
WTU Retail8.2
Direct Energy7.6
Entrust Energy-0.2
Gexa Energy-2.0


*Sources: Business Wire