CMS, Reliant, Williams Top Customers' Rankings
The folks over at CMS Energy, Reliant Energy and Williams Energy
Trading apparently are the best around at smiling and saying "thank
you." They came out on top of a new customer satisfaction ranking
by Mastio & Co. that evaluates the largest gas marketing
companies based on the results of 1,200 interviews with industrial
companies, LDCs, power producers and other marketers.
Coral Energy (18), Sempra Energy (19) and Koch Energy Trading
(20) were the basement dwellers in Mastio's fourth ranking of the
top 20 largest gas marketers.
Each respondent in Mastio's survey rated gas marketers on 39
customer satisfaction attributes: reliability of supply, price
competitiveness, ease of ongoing business, quality and maturity of
sales and service representatives, low marketing and sales force
turnover, responsiveness to voice mail systems, quality of
relationships, accurate billing, plus overall preference,
day-to-day service and performance.
Among the mid-tier marketers, Woodward Marketing (1), U.S.
Energy Services (2) and ProLiance Energy (3) came out on top, while
Oxy USA (18), Burlington Resources (19) and Unocal Global Trade
(20) brought up the rear.
"Many marketers focus on the niche customers while ignoring
their corer customers. If your feel you are being ignored, you are
probably right," said Bart Thedinger, vice president and senior
partner at Mastio & Co. "Those marketers who walk the talk
constantly cultivate a culture of customer satisfaction within
their company. They care and you know it. They realize higher
customer retention rates, win more new customers and increase
profits. Those who don't will lose the opportunity and ultimately
Mastio's complete study ranks a total of 68 gas marketers and
three LDCs who compete with one another in the U.S. and Canada.
Among the top 20 largest marketers, Reliant had the highest
two-year average, while Koch Energy Trading had the lowest two-year
average. Also among the top 20, Enron North America and Texaco Gas
Marketing showed the greatest improvement, while Sempra Energy
Trading and Koch showed the most significant decline.
Today's customer has many choices with the large number of
available marketers and the numerous services they offer. Marketers
have to make every customer contact count. The top three customer
needs, according to Mastio & Co. are 1) ease of ongoing
business, 2) quality of relationships with marketer and 3) sales
representatives who listen well.
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