OG&E ranks among top business service providers on customer engagement

Published: Thursday, December 23, 2021 Source: Staff Reports

Top human behavior and analytics advisory firm Escalent named OG&E a 2021 Business Customer Champion. The firm recognized 29 utility companies, noting that OG&E’s customer engagement scores on recent surveys position them as a best-in-class provider, signifying that business customers value the relationship and view and consider the utility a trusted energy adviser.

“Providing positive customer experiences is key to our mission at OG&E,” said Keith Erickson, OG&E’s Director of Sales and Business Development. “Our customers depend on us to deliver safe, reliable service and provide them with the tools and resources they need to make wise energy choices. Our team continues to focus on being more customer-centric as we move forward.”

According to Escalent, during the pandemic, businesses have relied on utilities to support their customers. Half of businesses prefer to use their utility for consumption management and expanded energy-related offerings, and 67% of businesses use a utility offering beyond basic service enhancements. Among business customers, utilities now tie with other premier business service providers, such as primary banks, Google and Amazon, for having the most engaged relationships, according to the Cogent Syndicated 2021 Utility Trusted Brand & Customer Engagement™: Business study by top human behavior and analytics advisory firm Escalent.

“Since 91% of businesses are satisfied with utility service, management teams are now building value by expanding their goals to engaging customers across all touchpoints,” said Chris Oberle, senior vice president, Escalent. “Greater outreach, innovative offerings and brand trust have led businesses to engage with their utility, and they want to engage even more deeply.”

About OG&E

Oklahoma Gas and Electric Company, a subsidiary of OGE Energy Corp. (NYSE: OGE), is Oklahoma's largest electric utility. For more than a century, we have provided customers in Oklahoma and western Arkansas the safe, reliable electricity needed to power their businesses and homes with the nation's lowest electric rates, according to S&P Global Market Intelligence. Our employees are committed to generating and delivering electricity, protecting the environment, and providing excellent service to nearly 871,000 customers. OG&E has 7,081 MW of electric generation capacity fueled by low-sulfur coal, natural gas, wind, and solar. OG&E employees live, work, and volunteer in the communities we serve. For more information about OG&E, visit us at OGE.com or follow us on FacebookTwitter and Instagram.

About Utility Trusted Brand & Customer Engagement™: Business

Escalent conducted surveys among 16,604 business electric and natural gas utility customers of 81 US utility companies. Utilities within the same region are given equal weight to balance the influence of each utility’s customers on survey results. The Engaged Customer Relationship (ECR) index is a composite score based upon a 360-degree customer review of how engaged businesses are with their energy utility provider. Scores are composed of ratings across service satisfaction, brand and product experiences. Escalent will supply the exact wording of any survey question upon request.

About Escalent

Escalent is a top human behavior and analytics advisory firm specializing in industries facing disruption and business transformation. As catalysts of progress for more than 40 years, we transform data and insight into a profound understanding of what drives human beings. And we help businesses turn those drivers into actions that build brands, enhance customer experiences and inspire product innovation. Visit escalent.co to see how we are helping shape the brands that are reshaping the world.

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