For Immediate Release
BALTIMORE (Feb. 19, 2020) – BGE has been recognized for best in class business customer engagement in the leading study of utility industry brand health and business customer experience released by Escalent, a top human behavior and analytics firm.
The study, Cogent Syndicated Utility Trusted Brand & Customer Engagement™: Business, included BGE among 18 Utility Business Customer Champions—utilities that scored highest nationally in service satisfaction, brand trust, and product experience. Escalent's Engaged Customer Relationship (ECR) index score for BGE was 813 (out of 1,000), the highest among East Region utilities. The ECR measures how engaged customers are with their utility.
"We are fortunate to serve companies of all sizes that lead innovation in their industries and expect innovation from us on top of outstanding customer service and the safe, reliable energy they need to run their business," said Carim Khouzami, CEO of BGE. "They challenge us to engage them with intention—to truly understand the value they create so we can more effectively identify opportunities when BGE is uniquely positioned to offer new products and services that will benefit our business customers' bottom line."
A key conclusion from the study: as customer engagement increases, businesses are more likely to expect utilities to provide enhanced offerings around rate plans, consumption management, alternative fuels, digital service, and electric vehicle incentives. BGE offers business customers myriad programs and tools to help them save money and reduce their energy consumption. The BGE EVsmart program gives customers the rebates, tools, and information they need to charge faster, smarter, and more conveniently than ever before.
Escalent's findings are based on a 2019 survey of more than 14,000 business customers served by 76 of the largest U.S. utilities. Business customers previously surveyed by Escalent also lauded BGE in 2019 for service satisfaction, product experience, and brand trust, leading BGE to appear on the Trusted Business Partner List.
More information is available at escalent.co.
BGE, founded in 1816 as the nation's first gas utility and headquartered in Baltimore, is Maryland's largest natural gas and electric utility. The company's approximately 3,200 employees are committed to safe and reliable energy delivery to more than 1.3 million electric customers and more than 680,000 natural gas customers in central Maryland. In the J.D. Power 2017, 2018, and 2019 Electric Utility Business Customer Satisfaction Studies SM BGE was ranked Highest in Customer Satisfaction with Business Electric Service in the East among Large Utilities. In the J.D. Power 2018 and 2019 Gas Utility Business Customer Satisfaction Studies SM BGE was ranked Highest in Customer Satisfaction with Business Natural Gas Service among utilities in the East Region. BGE is a subsidiary of Exelon Corporation (Nasdaq: EXC), the nation's leading competitive energy provider. Connect with BGE on Facebook, Twitter, Instagram, and YouTube, and engage with the latest BGE stories on bgenow.com.
Baltimore Gas and Electric Company (or "BGE") received the highest score in the East Region of the 2019 Gas Utility Business Customer Satisfaction Study and the East Large Segment of the 2019 Electric Utility Business Customer Satisfaction Study of gas and electric utility customer satisfaction among business customers. Visit jdpower.com/awards.