Escalent’s 2019 business customer experience and brand health study of utility industry places BGE in top quartile nationally, top 3 in East region

BGE has been recognized as one of the most trusted utilities in the nation 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, named BGE among the top 20 companies on Escalent’s 2019 Trusted Business Partner list—utilities that scored highest nationally in service satisfaction, product experience, and brand trust. In business customer brand trust benchmark scoring, BGE ranked third in the East Region and scored in the top quartile overall. More than 12,500 business customers served by 78 of the largest U.S. utilities were surveyed.

“At BGE, the value we provide our central Maryland customers goes far beyond our substantial investments in the safe, reliable delivery of energy,” said Calvin G. Butler Jr., CEO of BGE. “We work tirelessly to meet customers where they are, and recognition from Escalent—and ultimately from our numerous business customers, large and small—affirms the positive impact of our commitment to outstanding customer service. It also challenges us to be even more intentional about pursuing new, innovative opportunities to enhance the customer experience.”

Escalent’s study explores utility relationships with business customers through a customer experience “Balanced Scorecard” approach. The study evaluates utilities on customer focus, community support, communications effectiveness, reliable quality, company reputation, customer advocacy, and environmental dedication.

More information is available at escalent.co.