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Home » NTT Com Online Announced the results of the 2024 NPS(R) Benchmark Survey for the electric power industry. Tokyo Gas takes first place in the East Japan category, and Osaka Gas takes first place in the West Japan category.

NTT Com Online Announced the results of the 2024 NPS(R) Benchmark Survey for the electric power industry. Tokyo Gas takes first place in the East Japan category, and Osaka Gas takes first place in the West Japan category.

[NTT Com Online] Announced the results of the 2024 NPS(R) Benchmark Survey for the electric power industry. Tokyo Gas takes first place in the East Japan category, and Osaka Gas takes first place in the West Japan category.
*NTT Com Online*
Press release: July 11, 2024
**
Announcement of the results of the NPS(R) Benchmark Survey 2024 targeting the electric power industry. Tokyo Gas takes first place in the East Japan category, and Osaka Gas takes first place in the West Japan category.
*~Reliability of services and ease of use of My Page lead to loyalty~* NTT Com Online Marketing Solutions Co., Ltd. (Headquarters:
Shinagawa-ku, Tokyo, Representative Director and President: Yoshie Tsukamoto, hereinafter referred to as NTT Com
Online) conducted the NPS Benchmark Survey 2024 for the power industry. As a result, the companies with the highest NPS were Tokyo Gas in the East Japan sector and Osaka Gas in the West Japan sector.

In the industry as a whole, in addition to the reliability of companies and services, items related to contract plans were factors that fostered loyalty. Additionally, it was found that the ease of understanding and use of My Page increases the impact on loyalty and contributes to improving NPS.

The detailed results of the survey report can be downloaded for free from below.

Click here for detailed results of the survey report

[NTT Com Online NPS Benchmark Survey 2024]
Future release schedule: Banks, agency-type car insurance, direct-type car insurance, etc.
-Key points of the survey results-
* 1.Tokyo Gas ranks first in NPS in the East Japan category* Among the eight electric power companies in the East Japan sector, the top NPS was Tokyo Gas (-29.9 points), second place was ENEOS Denki (-41.0 points), and third place was Tohoku Electric Power (-50.7 points). The average NPS of the eight companies was -52.8 points, and the difference between the top and bottom companies was 43.0 points. * 2. Osaka Gas ranks first in NPS in the Western Japan category* Among the nine electric power companies in the Western Japan sector, Osaka Gas ranked first in NPS (-36.5 points), followed by Kyushu Electric Power and Kansai Electric Power (-39.5 points), both in the same ranking. The average NPS of the nine companies was -46.9 points, and the difference between the top and bottom companies was 23.0 points.
* 3.In the industry as a whole, service reliability and
easy-to-understand My Page lead to loyalty*
An analysis of industry-wide loyalty factors based on 20 factors revealed that in addition to “corporate reliability/brand image” and “service reliability/stability,” “having a contract plan that suits you” and The fact that the contract plan was simple and easy to understand was a factor in fostering loyalty. Additionally, the ease of understanding and use of subscriber-only pages such as My Page and the quality of call center service also contributed to improving NPS.

Regarding “ease of understanding and use of subscriber-only pages such as My Page,” the influence on loyalty has increased since last year, especially for new electric power companies, and it has been shifted from a basic maintenance item to a priority maintenance item. Compared to non-users, My Page users can check the participation rate in the “Power Saving Program/Power Saving Challenge” (a service that awards points based on power saving status) and the information and columns on power saving sent by power companies. The rate was high, indicating that in addition to checking usage charges through My Page, they also use various functions and services and feel the benefits.

On the other hand, items that are expected to be prioritized for improvement in order to improve loyalty include fee-related items such as “appropriateness of usage fees,” as well as “corporate attitudes that are considerate of the natural environment and SDGs,” and “customer The attitude of listening to the voice of the customer has improved. In addition, the results show that future improvements are expected in the “initiatives to encourage policyholders to save electricity.”
Figure: Industry-wide loyalty factor analysis (driver chart) *Please refer to the download material for details.

Click here for download materials

Tokyo Gas, ranked No. 1 in the East Japan category, has the following improvements for the entire industry: “corporate reliability/brand image,” “having a contract plan that suits you,” and “contract plans being simple and easy to understand.” It was highly appreciated. Additionally, the ease of understanding and use of subscriber-only pages such as My Page also contributed to fostering loyalty.

Osaka Gas, which ranks first in the Western Japan category, has fostered loyalty due to its “appropriate usage charges” and “a variety of payment methods.” We also received high praise for our “attitude to listen to customer feedback.”

* 4. NPS of general electric utilities is improving year by year * When we analyzed the secular changes in NPS by general electric utilities and new electric power companies, we found that general electric utilities have improved year by year, with an increase of 17.7 points from 2020.
Figure: Changes in NPS by business type over time
*The number of target general electric utilities has been changed to 2 companies from 2020 to 2022 and 9 companies from 2023 onwards.

When we analyzed the loyalty-building factors for general electric utilities and new electric power companies, we found differences in each. For general electric utilities, “corporate reliability/brand image” and “service reliability/stability” are factors that foster loyalty, and satisfaction levels have improved compared to last year. Satisfaction with the “appropriateness of usage charges” also increased, which appears to have been influenced by the decrease in electricity rates brought about by the government’s “Measures to Alleviate Drastic Changes in Electricity and Gas Prices”.

In addition to “corporate reliability/brand image” and “service reliability/stability,” new electric power companies also consider “having a contract plan that suits you” and “having a contract plan that is simple and easy to understand.” Items related to contract plans such as “The ease of understanding and use of subscriber-only pages such as My Page” were factors that fostered loyalty.
Figure: Loyalty factor analysis by business type
(Detailed analysis results can be viewed in the downloadable materials)

* 5. It is important to create a system that makes it easier for policyholders to engage in energy saving*
Amid the recent fear of power shortages and rising electricity rates, electric power companies are making progress in efforts to encourage their subscribers to save electricity. When we surveyed people about their current energy-saving efforts, the most popular answer was “turning off unnecessary lights” (69.8%). This was followed by “adjust the temperature setting of the air conditioner” (68.7%) and “refrain from using the air conditioner/reduce the amount of time it is used” (52.1%). On the other hand, the implementation rate of energy-saving measures such as “using energy-saving goods (insulation sheets, etc.)” (12.0%), “reducing the number of air conditioners used” (17.4%), and “turning off the main power of the TV” (17.4%) was higher. The result was low.
Figure: Current energy saving efforts
In addition, when we surveyed people to find out what kind of system would make them want to save electricity, the highest percentage of respondents (58.2%) said, “I can get rewards (gift certificates, point refunds, etc.) for the amount of electricity I save.” Ta. This was followed by “I can check my household electricity usage in real time” (26.5%) and “I can check how much electricity I have saved compared to my usual electricity usage” (24.9%). Since the loyalty component “efforts to encourage policyholders to save electricity” has a high impact on loyalty, it is important to create mechanisms that encourage policyholders to engage in energy saving, such as energy saving challenges and energy saving programs. importance was suggested.
Figure: Mechanism that makes you want to save electricity

* 6. The higher the recommendation level, the higher the intention to continue using the target power company*
When asked about their intention to continue using the electric power companies in the future on an 11-point scale from 0 to 10, “promoters” (responses with a recommendation level of “9” to “10”) scored an average of 9.6 points, and “neutral users” scored an average of 9.6 points. ” (respondents with a recommendation level of “7” to “8”) averaged 7.9 points, and “Detractors” (respondents with a
recommendation level of “0” to “6”) averaged 5.9 points, indicating a high recommendation level. The results showed that the intention to continue using the service was also higher.
Figure: Intention to continue using each recommended segment -Survey overview-
* [Electricity] *
・Companies surveyed (in alphabetical order, alphabetical order) -East Japan Division-: au Denki, ENEOS Denki, J:COM Denki, Softbank Denki, Tokyo Gas, TEPCO Energy Partner, Tohoku Electric Power, Hokkaido Electric Power
-Western Japan Division-: au Denki, Osaka Gas, Kansai Electric Power, Kyushu Electric Power, Shikoku Electric Power, Softbank Denki, Chugoku Electric Power, Chubu Electric Power Mirize, Hokuriku Electric Power

*Eastern Japan is divided into 50Hz areas with Hokkaido Electric Power, Tohoku Electric Power, and Tokyo Electric Power, and western Japan is divided into 60Hz areas with Hokuriku Electric Power, Kansai Electric Power, Chugoku Electric Power, Shikoku Electric Power, Kyushu Electric Power, and Chubu Electric Power.

・Survey target: Subscribers of the above electric power companies among Internet research monitors
・Survey method: Private internet survey conducted by NTT Com Research* ・Survey period: 2024/6/14 (Friday) to 2024/6/19 (Wednesday)
・Number of valid respondents:
-East Japan Division- 3,590 people
-Western Japan Division- 3,953 people
・Respondent attributes:
-East Japan Division-
[Gender] Male: 54.5%, Female: 45.5%
[Age] Under 20s: 6.2%, 30s: 11.4%, 40s: 20.8%, 50s: 24.0%, 60s and above: 37.6% -Western Japan Division-
[Gender] Male: 51.2%, Female: 48.8%
[Age] Under 20s: 7.9%, 30s: 13.1%, 40s: 20.4%, 50s: 22.1%, 60s and above: 36.5%  *NPS values ​​are rounded to the second decimal place, and in case of the same value, the two will be placed in the same rank in the ranking.

* -What is NTT Com Online NPS(R) Benchmark Survey-*
The NTT Com Online NPS(R) Benchmark Survey was conducted by Satmetrics Systems (currently NICE), which jointly developed the NPS(R) index. The survey is conducted based on the survey method of “Systems”. We extract monitors according to demographic composition and announce highly reliable data as NPS(R) benchmarks (standards) for each industry, as well as awarding top-ranked companies that are industry leaders.

We also sell NTT Com Online NPS(R) benchmark survey data. Please take advantage of it.

Click here for information on NPS(R) (Customer Recommendation Level) industry-specific recommendation rankings.

Recommended ranking by NPS industry
-What is NPS(R)-
NPS(R) (Net Promoter
Score(R)) is an index that measures customer loyalty, calculated from the answers to the question “Would you recommend this product to a friend or colleague?” It is said that one-third of public companies in Europe and the United States use NPS(R), and in Japan, an increasing number of companies are using NPS(R) as a new indicator to replace customer satisfaction.

Click here to learn more about NPS(R).
About NPS
-About NPS(R) solution-
NTT Com Online provides a total solution (NPS(R) Solution) to improve customer loyalty using NPS(R).

In addition to consulting by NPS(R) qualified personnel, NPX is a cloud service that visualizes customer feedback in real time and guides improvement actions.
We offer “NPS(R) Research” which is effective for providing “Pro” and understanding your company’s positioning within the industry.

Click here to learn more about NPS(R) solutions.

About NPS solutions
-About NTT Com Online Marketing Solutions-
NTT Com
Online is a solution partner that supports corporate digitalization through data utilization and technology provision. In the digital marketing business, NTT Com provides NPS(R) customer loyalty management, “eNPS survey” to measure employee engagement, etc. We provide total support for research, social media analysis, etc., from implementation to operational support.

Name: NTT Com Online Marketing Solutions Co., Ltd.
Address: Osaki Center Building, 1-5-1 Osaki, Shinagawa-ku, Tokyo 141-0032 Representative: Yoshie Tsukamoto, Representative Director and President URL: https://www.nttcoms.com/

*Net Promoter(R) and Net Promoter mentioned in the text
Score(R) and NPS(R) are developed by Bain & Company, Fred Reichheld, and Satmetrics Systems (currently NICE).
Systems, Inc.) is a registered trademark. In addition, company names and product names mentioned in this text are registered trademarks or trademarks of each company.

” supplement ”
(*) “NTT Com Research (formerly goo Research)”
https://www.nttcoms.com/service/research/



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