-26
NPS
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Consumers Energy
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About Consumers Energy's Brand
Consumers Energy is one of the nation's largest combination utilities, providing electric and natural gas service. Among its major competitors, Consumers Energy is ranked in 2nd place for NPS while Anaplan is 1st, and DTE Energy is 3rd.Their current market cap is $16.18B
Brand at a Glance
70%
Customer Loyalty
2.8/5
Product Quality
2.3/5
Pricing
2.5/5
Customer Service
Consumers Energy Ranking
- #2 / 4 of its competitors
Consumers Energy NPS
Consumers Energy's Net Promoter Score (NPS) is a -26 with 32% Promoters, 10% Passives, and 58% Detractors. Net Promoter Score tracks whether Consumers Energy's customers would recommend using the product based on a scale of -100 to 100.
Consumers Energy Overall NPS
| 32% | Promoters |
|---|---|
| 10% | Passives |
| 58% | Detractors |
Consumers Energy NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2024 -22 | Jul 2024 | -22 |
Aug 2024 -22 | Aug 2024 | -22 |
Sep 2024 -22 | Sep 2024 | -22 |
Oct 2024 -20 | Oct 2024 | -20 |
Dec 2024 -21 | Dec 2024 | -21 |
Jan 2025 -21 | Jan 2025 | -21 |
Feb 2025 -23 | Feb 2025 | -23 |
May 2025 -23 | May 2025 | -23 |
Sep 2025 -23 | Sep 2025 | -23 |
Nov 2025 -26 | Nov 2025 | -26 |
Dec 2025 -26 | Dec 2025 | -26 |
Jan 2026 -26 | Jan 2026 | -26 |
How Other Brands Compare
Consumers Energy is ranked second for NPS among its competitors. Anaplan and DTE Energy come in first and third, with Direct Energy coming in at #4. Among those competitors, it is the most valued company.
Consumers Energy |  DTE Energy |  Anaplan |  Direct Energy | |
| Global Ranking | #- | #698 | #- | #- |
| NPS | -26 | -30 | 11 | -71 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | - | Neutral | - |
| Valuation Updated every 24 hours for public companies | $16.18B | $4.99B | $7.89B | $4.18B |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Consumers Energy NPS by Gender
Male customers rated Consumers Energy's NPS 34 points higher than Female customers.
Male
-20
Consumers Energy's NPS was rated -20 by Male customers on Comparably.
33%
Promoters
14%
Passives
53%
Detractors
Female
-54
Consumers Energy's NPS was rated -54 by Female customers on Comparably.
17%
Promoters
12%
Passives
71%
Detractors
Consumers Energy NPS by Ethnicity
Consumers Energy's NPS was rated the highest by African American/Black customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -43 | Caucasian | -43 |
African American/Black -20 | African American/Black | -20 |
Other -60 | Other | -60 |
Consumers Energy NPS by Age
Consumers Energy's NPS was rated the highest by customers ages 46-50, and the lowest by customers ages 36-40.
Consumers Energy NPS by Usage
Consumers Energy's NPS was rated the highest by customers who have used Consumers Energy's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
5 to 10 Years -63 | 5 to 10 Years | -63 |
Over 10 Years -23 | Over 10 Years | -23 |
Consumers Energy NPS vs. Competitors
Compared to its competitors, Consumers Energy's NPS is rated right above DTE Energy, and is preceded by Anaplan.
| COMPANY | NPS Score | |
|---|---|---|
| Anaplan | 11 |
| Consumers Energy | -26 |
| DTE Energy | -30 |
| Direct Energy | -71 |
Consumers Energy Customer Reviews
Out of the 11 Consumers Energy customer reviews 4 were positive and 7 were constructive. Consumers Energy customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
Consumers Energy Customer Loyalty
70%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
70% of Consumers Energy users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
Consumers Energy Customer Loyalty Score by Gender
Female customers rated Consumers Energy's Customer Loyalty score 3% higher than Male customers.
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Male
76%
Yes
Female
79%
Yes
Consumers Energy Customer Loyalty Score by Ethnicity
Consumers Energy's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Other customers.
% who answered "Yes"
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74
out of 100
Caucasian
100
out of 100
African American/Black
64
out of 100
Other
Consumers Energy Customer Loyalty Score by Age
Consumers Energy's Customer Loyalty score was rated the highest by customers ages 26-30, and the lowest by customers ages 36-40.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
26-30 100% | 26-30 | 100% |
31-35 87% | 31-35 | 87% |
36-40 55% | 36-40 | 55% |
46-50 100% | 46-50 | 100% |
51-55 78% | 51-55 | 78% |
66+ 100% | 66+ | 100% |
Consumers Energy Customer Loyalty Score by Usage
Consumers Energy's Customer Loyalty score was rated the highest by customers who have used Consumers Energy's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
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Consumers Energy Customer Loyalty Score by Industry
Consumers Energy's Customer Loyalty score was rated the highest by Utilities industry customers, and the lowest by Tech industry customers.
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Consumers Energy Customer Loyalty vs. Competitors
Compared to its competitors, Consumers Energy's Customer Loyalty score is rated right above DTE Energy, and is preceded by Anaplan.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Anaplan | 76% |
| Consumers Energy | 70% |
| DTE Energy | 70% |
| Direct Energy | 65% |
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Consumers Energy Product Quality
2.8/5
Consumers Energy has an overall Product Quality score of 2.8 out of 5 stars rated by its users and customers.
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Consumers Energy Product Information
Consumers Energy’s product quality score is a 2.8 out of 5 as rated by its users and customers. Reviewers from the Manufacturing and Machinery industry rated Consumers Energy's product the highest. Reviewers from the Utilities industry rated Consumers Energy the lowest at 2.
- Company Size
- 5,001-10,000 Employees
Industry
Energy
Quick Insights into Consumers Energy Product Quality
Consumers Energy's Product Quality score was rated highest by customers ages 46-50, and rated lowest by customers from the Utilities industry.
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Ranked Consumers Energy Product Quality the Highest
Ranked Consumers Energy Product Quality the Lowest
Consumers Energy Product Quality Score by Gender
Female customers rated Consumers Energy's Product Quality score 0.1 stars higher than Male customers.
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Male
2.4/5
Female
2.5/5
Consumers Energy Product Quality Score by Ethnicity
Consumers Energy's Product Quality score was rated the highest by African American/Black customers, and the lowest by Other customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.2 | Caucasian | 2.2 |
African American/Black 3.2 | African American/Black | 3.2 |
Other 2.2 | Other | 2.2 |
Consumers Energy Product Quality Score by Age
Consumers Energy's Product Quality score was rated the highest by customers ages 46-50, and the lowest by customers ages 26-30.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 2.3 | 26-30 | 2.3 |
31-35 2.9 | 31-35 | 2.9 |
36-40 2.4 | 36-40 | 2.4 |
46-50 4.5 | 46-50 | 4.5 |
51-55 2.5 | 51-55 | 2.5 |
66+ 3.2 | 66+ | 3.2 |
Consumers Energy Product Quality Score by Usage
Consumers Energy's Product Quality score was rated the highest by customers who have used Consumers Energy's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
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Consumers Energy Product Quality Score by Industry
Consumers Energy's Product Quality score was rated the highest by Manufacturing and Machinery industry customers, and the lowest by Utilities industry customers.
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Consumers Energy Product Quality vs. Competitors
Compared to its competitors, Consumers Energy's Product Quality score is rated right above DTE Energy, and is preceded by Anaplan.
| COMPANY | Product Quality Score | |
|---|---|---|
| Anaplan | 3.8/5 |
| Consumers Energy | 2.8/5 |
| DTE Energy | 2.4/5 |
| Direct Energy | 1.7/5 |
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Consumers Energy Pricing
Consumers Energy ROI & Value For Money
2.3/5
Consumers Energy has a value for money and ROI score of 2.3 out of 5 stars rated by its users and customers.
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Consumers Energy Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Manufacturing and Machinery industry. The users from the Utilities industry think that they had the lowest ROI from Consumers Energy.
Quick Insights into Consumers Energy ROI
Consumers Energy's ROI score was rated highest by customers ages 46-50, and rated lowest by customers from the Utilities industry.
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Ranked Consumers Energy ROI the Highest
Ranked Consumers Energy ROI the Lowest
Consumers Energy ROI Score by Gender
Consumers Energy's ROI score was rated 2.1 by both Female and Male customers on Comparably.
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Male
2.1/5
Female
2.1/5
Consumers Energy ROI Score by Ethnicity
Consumers Energy's ROI score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.9 | Caucasian | 1.9 |
African American/Black 2.8 | African American/Black | 2.8 |
Other 2.1 | Other | 2.1 |
Consumers Energy ROI Score by Age
Consumers Energy's ROI score was rated the highest by customers ages 46-50, and the lowest by customers ages 51-55.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 2.3 | 26-30 | 2.3 |
31-35 2.6 | 31-35 | 2.6 |
36-40 2.6 | 36-40 | 2.6 |
46-50 3.7 | 46-50 | 3.7 |
51-55 2.2 | 51-55 | 2.2 |
66+ 2.3 | 66+ | 2.3 |
Consumers Energy ROI Score by Usage
Consumers Energy's ROI score was rated the highest by customers who have used Consumers Energy's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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Consumers Energy ROI Score by Industry
Consumers Energy's ROI score was rated the highest by Manufacturing and Machinery industry customers, and the lowest by Utilities industry customers.
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Consumers Energy Pricing vs. Competitors
Compared to its competitors, Consumers Energy's ROI score is rated right above DTE Energy, and is preceded by Anaplan.
| COMPANY | Pricing Score | |
|---|---|---|
| Anaplan | 3.5/5 |
| Consumers Energy | 2.3/5 |
| DTE Energy | 2.2/5 |
| Direct Energy | 1.6/5 |
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Consumers Energy Customer Satisfaction (CSAT)
Consumers Energy Customer Satisfaction (CSAT) Score
38 / 100
Consumers Energy has an overall Customer Satisfaction score of 38 rated by its users and customers.
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Very Satisfied
17%
Satisfied
21%
Neither Satisfied nor Dissatisfied
19%
Dissatisfied
16%
Very Dissatisfied
27%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Consumers Energy Customer Satisfaction
Consumers Energy's Customer Satisfaction score was rated highest by customers ages 46-50, and rated lowest by Other customers.
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Ranked Consumers Energy Customer Satisfaction the Highest
Ranked Consumers Energy Customer Satisfaction the Lowest
Consumers Energy Customer Satisfaction Score by Gender
Male customers rated Consumers Energy's Customer Satisfaction score 17 points higher than Female customers.
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50 / 100
MaleVery Satisfied | 17% | |
|---|---|---|
Satisfied | 33% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 25% | |
Very Dissatisfied | 25% |
33 / 100
FemaleVery Satisfied | 13% | |
|---|---|---|
Satisfied | 20% | |
Neither Satisfied nor Dissatisfied | 7% | |
Dissatisfied | 13% | |
Very Dissatisfied | 47% |
Consumers Energy Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Consumers Energy's Customer Satisfaction (CSAT) score was rated 40% according to Caucasian users and customers.
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40 / 100
Very Satisfied
15%
Satisfied
25%
Neither Satisfied nor Dissatisfied
5%
Dissatisfied
15%
Very Dissatisfied
40%
CSAT according to African American/Black
Consumers Energy's Customer Satisfaction (CSAT) score was rated 60% according to African American/Black users and customers.
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60 / 100
Very Satisfied
20%
Satisfied
40%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
20%
Very Dissatisfied
20%
CSAT according to Other
Consumers Energy's Customer Satisfaction (CSAT) score was rated 25% according to Other users and customers.
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25 / 100
Very Satisfied
25%
Satisfied
0%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
25%
Very Dissatisfied
25%
Consumers Energy Customer Satisfaction Score by Age
Consumers Energy's Customer Satisfaction score was rated the highest by customers ages 46-50, and the lowest by customers ages 26-30.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 26-30 | 33% | |||||||||||||||
| 31-35 | 57% | |||||||||||||||
| 46-50 | 100% | |||||||||||||||
| 51-55 | 50% | |||||||||||||||
| 66+ | 40% |
Consumers Energy Customer Satisfaction Score by Usage
Consumers Energy's Customer Satisfaction score was rated the highest by customers who have used Consumers Energy's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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Consumers Energy Customer Satisfaction Score by Industry
Consumers Energy's Customer Satisfaction score was rated the highest by Manufacturing and Machinery industry customers, and the lowest by Tech industry customers.
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}Consumers Energy Customer Satisfaction vs. Competitors
Compared to its competitors, Consumers Energy's Customer Satisfaction score is rated right above DTE Energy, and is preceded by Anaplan.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Anaplan | 61% |
| Consumers Energy | 38% |
| DTE Energy | 30% |
| Direct Energy | 9% |
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Consumers Energy Customer Service
2.5/5
Consumers Energy has an overall Customer Service score of 2.5 out of 5 stars rated by its users and customers.
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About Consumers Energy's Customer Service
Address
One Energy Plaza, Jackson, MI 49201-2276
Website
http://www.consumersenergy.com/
Phone Number
(800) 477-5050
Quick Insights into Consumers Energy Customer Service
Consumers Energy's Customer Service score was rated highest by customers ages 46-50, and rated lowest by customers from the Utilities industry.
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Ranked Consumers Energy Customer Service the Highest
Ranked Consumers Energy Customer Service the Lowest
Consumers Energy Customer Service Score by Gender
Consumers Energy's Customer Service score was rated 2.4 by both Female and Male customers on Comparably.
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Male
2.4/5
Female
2.4/5
Consumers Energy Customer Service Score by Ethnicity
Consumers Energy's Customer Service score was rated the highest by African American/Black customers, and the lowest by Other customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.2 | Caucasian | 2.2 |
African American/Black 3.3 | African American/Black | 3.3 |
Other 2.1 | Other | 2.1 |
Consumers Energy Customer Service Score by Age
Consumers Energy's Customer Service score was rated the highest by customers ages 46-50, and the lowest by customers ages 51-55.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
26-30 3.1 | 26-30 | 3.1 |
31-35 2.8 | 31-35 | 2.8 |
36-40 2.5 | 36-40 | 2.5 |
46-50 4 | 46-50 | 4 |
51-55 2.4 | 51-55 | 2.4 |
66+ 3.2 | 66+ | 3.2 |
Consumers Energy Customer Service Score by Usage
Consumers Energy's Customer Service score was rated the highest by customers who have used Consumers Energy's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
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Consumers Energy Customer Service Score by Industry
Consumers Energy's Customer Service score was rated the highest by Manufacturing and Machinery industry customers, and the lowest by Utilities industry customers.
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Consumers Energy Customer Service vs. Competitors
Compared to its competitors, Consumers Energy's Customer Service score is rated right above DTE Energy, and is preceded by Anaplan.
| COMPANY | Customer Service Score | |
|---|---|---|
| Anaplan | 3.6/5 |
| Consumers Energy | 2.5/5 |
| DTE Energy | 2.3/5 |
| Direct Energy | 1.5/5 |
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Consumers Energy as an Employer
3.3/5
Consumers Energy has a 3.3/5 stars for its overall company culture rated by their employees
bottom
30%
Consumer vs. Employees
Consumers Energy scored a -26 for Net Promoter Score and a 7 for Employee Net Promoter Score. NPS gauges how likely a customer of Consumers Energy would recommend the brand to a friend. ENPS measures how likely Consumers Energy employees would recommend working at Consumers Energy to a friend.
Net Promoter Score
-26
NPS Score
| 32% | Promoters |
|---|---|
| 10% | Passive |
| 58% | Detractors |
Employee Net Promoter Score
7
eNPS Score
| 48% | Promoters |
|---|---|
| 11% | Passive |
| 41% | Detractors |
