Florida Power & Light (FPL) shares the spotlight with a Southern California gas company as best utility for 2016, said research firm Temkin Group subsequent to their recent sixth annual survey of 10,000 individual consumers.
Juno Beach-based FPL — along with SoCalGas — earned a numerical rating of 67 percent, placing it solidly in the top tier of the 294 companies evaluated.
The 2016 Temkin Experience Ratings also determined that the entire utilities industry ranked 12th place overall out of 20 different market sectors studied. FPL’s status notwithstanding, managing partner Bruce Temkin termed utility companies as a whole to have delivered “a mediocre level of customer experience.”
From its headquarters in Waban, Massachusetts, Temkin Group identifies leading and emerging best practices, assessing firms across 20 industries — from aviation, automotive, financial, hospitality and retail to service providers, health and culinary fields — to create a yearly benchmark report. The company utilizes a thorough comprehension of organizational dynamics, asking consumers to rate businesses on the factors of success, effort, and emotions.
“Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building up four core competencies,” the company stated — those being purposeful leadership, employee engagement, compelling brand values and customer connectedness.