July 15, 2021

Toledo Edison has been recognized by residential customers as one of America’s most trusted and best performing utilities during the COVID-19 pandemic.

The consumer research firm Escalent surveyed more than 76,000 residential customers of the 140 largest U.S. electric, natural gas and combination utility companies. Survey feedback was used to determine a Brand Trust Index score that rated customer focus, community support, communications effectiveness, reliability, environmental dedication and company reputation.

The 38 highest ranking utilities – including Toledo Edison – were singled out on the Cogent Syndicated 2021 Most Trusted Utility Brands list.*

“Our team’s commitment to customers extends far beyond the delivery of safe and reliable electricity, and it’s an honor to be recognized by Escalent after what has been a challenging year for everyone,” said Rich Sweeney, regional president of Toledo Edison. “We were glad to be able to help our customers get back on their feet by temporarily suspending service shutoffs, offering additional financial assistance programs and supporting community organizations that help those impacted by the pandemic, all while delivering the power our customers depended on more than ever as they worked and learned from home.”

Overall, the study found that utilities that focused on communications about customer programs, community partnerships during the pandemic and environmental efforts saw the highest increase in customer satisfaction and trust last year. Utilities that offer digital options, like an online account portal and customer support on social media, were rated more favorably by customers.

Escalent is a human behavior and analytics advisory firm that specializes in industries facing business transformation.

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