STUDY: Florida Power & Light Company Named Among Most Trusted Brands Nationwide in 2020
By FPL Newsroom // July 5, 2020
study indicated FPL is the most trusted electric provider in Florida
BREVARD COUNTY, FLORIDA – Florida Power & Light Company was named among the 2020 Most Trusted Brands, according to a study conducted by Escalent, a human behavior and analytics firm.
The study indicated FPL is the most trusted electric provider in Florida and ranked fourth among its electric utility peers nationwide.
This is the seventh consecutive year the company was recognized by Escalent as being one of the top-performing utilities.
“We are honored to once again be recognized as Florida’s leading electric provider and among the best in the nation,” said Eric Silagy, president and CEO of FPL.
“This honor is a testament to our employees’ unwavering commitment to deliver award-winning customer service, best-in-class reliability and electric bills among the lowest in Florida and the nation.”
Escalent surveyed more than 70,000 residential customers regarding the performance of the 140 largest utilities in the United States. This year, the average brand trust index score was a record 696 out of a possible 1,000. FPL scored a 732.
The brand trust index is a composite score of utility performance on customer focus, community support, communications effectiveness, reliable quality, environmental dedication and reputation.
“It is clear from our research the utility industry has done a fantastic job supporting customers through the pandemic. This has won utilities the trust and goodwill of their customers,” said Chris Oberle, senior vice president at Escalent.
“The utility industry is used to handling crises and quickly provided customer support. Awareness of utility COVID-19 efforts was supported by higher communications recall, the high quality of customer service interactions, and providing more value-added recommendations during service.”