FirstEnergy NPS & Customer Reviews

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FirstEnergy

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FirstEnergy

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About FirstEnergy's Brand

"FirstEnergy is an energy company. Through its subsidiaries, it is involved in the generation, transmission and distribution of electricity." Among its major competitors, FirstEnergy is ranked in 5th place for NPS while Talen Energy Corporation is 1st, and Southern Company is 2nd.Their current market cap is $18.66B

Brand at a Glance

78%

Customer Loyalty

3/5

Product Quality

2.7/5

Pricing

2.9/5

Customer Service

FirstEnergy Ranking

^#2 / 4 of its competitors

FirstEnergy NPS

FirstEnergy's Net Promoter Score (NPS) is a -15 with 36% Promoters, 13% Passives, and 51% Detractors. Net Promoter Score tracks whether FirstEnergy's customers would recommend using the product based on a scale of -100 to 100.

FirstEnergy Overall NPS

-15

NPS

36%	Promoters
13%	Passives
51%	Detractors

FirstEnergy NPS Trend

-100

-50

100

Summary	Date	Score
Apr 2024 -18	Apr 2024	-18
May 2024 -19	May 2024	-19
Jun 2024 -17	Jun 2024	-17
Jul 2024 -18	Jul 2024	-18
Aug 2024 -18	Aug 2024	-18
Sep 2024 -18	Sep 2024	-18
Oct 2024 -17	Oct 2024	-17
Nov 2024 -17	Nov 2024	-17
Mar 2025 -18	Mar 2025	-18
May 2025 -16	May 2025	-16
Jun 2025 -16	Jun 2025	-16
Nov 2025 -16	Nov 2025	-16

How Other Brands Compare

FirstEnergy is ranked second for NPS among its competitors. Southern Company and Duke Energy Corporation come in first and third, with American Electric Power coming in at #4. Among those competitors, it is the lowest valued company behind Duke Energy Corporation.

	FirstEnergy	Duke Energy Corporation	Southern Company	American Electric Power
Global Ranking	#-	#338	#448	#-
NPS	-15	-21	32	-44
Valuation Updated every 24 hours for public companies	$18.66B	$75.41B	$26.42B	$42.48B

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.

FirstEnergy NPS by Gender

Female customers rated FirstEnergy's NPS 25 points higher than Male customers.

Male

-33

FirstEnergy's NPS was rated -33 by Male customers on Comparably.

24%

Promoters

19%

Passives

57%

Detractors

Female

-8

FirstEnergy's NPS was rated -8 by Female customers on Comparably.

38%

Promoters

16%

Passives

46%

Detractors

FirstEnergy NPS by Ethnicity

FirstEnergy's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.

-100

-50

100

Summary	Ethnicity	Score
Caucasian -24	Caucasian	-24
Asian or Pacific Islander 34	Asian or Pacific Islander	34
Other -100	Other	-100

FirstEnergy NPS by Age

FirstEnergy's NPS was rated the highest by customers ages 61-65, and the lowest by customers ages 41-45.

100

Summary

Age

Promoters

Passives

Detractors

18-25

100%

31-35

33%

67%

36-40

20%

40%

41-45

100%

51-55

25%

50%

61-65

50%

66+

12%

38%

50%

FirstEnergy NPS by Usage

FirstEnergy's NPS was rated the highest by customers who have used FirstEnergy's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.

-100

-50

100

Summary	Usage	Score
1 to 2 Years -75	1 to 2 Years	-75
5 to 10 Years 0	5 to 10 Years	0
Over 10 Years -27	Over 10 Years	-27

FirstEnergy NPS vs. Competitors

Compared to its competitors, FirstEnergy's NPS is rated right above Duke Energy Corporation, and is preceded by SSE.

COMPANY		NPS Score
	Talen Energy Corporation	50
	Southern Company	32
	ComEd	13
	SSE	11
	FirstEnergy	-15
	Duke Energy Corporation	-21
	American Electric Power	-44

FirstEnergy Customer Reviews

Out of the 5 FirstEnergy customer reviews 3 were positive and 2 were constructive. FirstEnergy customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.

All Reviews

Positive Reviews

Constructive Reviews

FirstEnergy Customer Loyalty

78%

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.

78% of FirstEnergy users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"

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78%

22%

FirstEnergy Customer Loyalty Score by Gender

Female customers rated FirstEnergy's Customer Loyalty score 26% higher than Male customers.

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Male

74%

Yes

Female

100%

Yes

FirstEnergy Customer Loyalty Score by Ethnicity

FirstEnergy's Customer Loyalty score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.

% who answered "Yes"

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out of 100

Caucasian

100

out of 100

Asian or Pacific Islander

out of 100

Other

FirstEnergy Customer Loyalty Score by Age

FirstEnergy's Customer Loyalty score was rated the highest by customers ages 41-45, and the lowest by customers ages 18-25.

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20%

40%

60%

80%

100%

Summary	Age	Score
18-25 10%	18-25	10%
31-35 40%	31-35	40%
36-40 82%	36-40	82%
41-45 100%	41-45	100%
51-55 100%	51-55	100%
61-65 100%	61-65	100%
66+ 89%	66+	89%

FirstEnergy Customer Loyalty Score by Usage

FirstEnergy's Customer Loyalty score was rated the highest by customers who have used FirstEnergy's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.

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1 to 2 Years	55%
5 to 10 Years	80%
Over 10 Years	95%

FirstEnergy Customer Loyalty Score by Industry

FirstEnergy's Customer Loyalty score was rated the highest by Education industry customers, and the lowest by Tech industry customers.

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Tech	78%
Education	100%

FirstEnergy Customer Loyalty vs. Competitors

Compared to its competitors, FirstEnergy's Customer Loyalty score is rated right above ComEd , and is preceded by SSE.

COMPANY		Customer Loyalty Score
	Talen Energy Corporation	100%
	Southern Company	83%
	Duke Energy Corporation	82%
	SSE	78%
	FirstEnergy	78%
	ComEd	75%
	American Electric Power	64%

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FirstEnergy Product Quality

3/5

FirstEnergy has an overall Product Quality score of 3 out of 5 stars rated by its users and customers.

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FirstEnergy Product Information

FirstEnergy’s product quality score is a 3 out of 5 as rated by its users and customers. Reviewers from the Education industry rated FirstEnergy's product the highest. Reviewers from the Tech industry rated FirstEnergy the lowest at 2.2.

Website: https://www.firstenergycorp.com

Company Size: 10,000+ Employees

Industry

Energy

Quick Insights into FirstEnergy Product Quality

FirstEnergy's Product Quality score was rated highest by customers from the Education industry, and rated lowest by Other customers.

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Ranked FirstEnergy Product Quality the Highest

Education	3.5
36-40	3.4
5 to 10 Years	3.3

Ranked FirstEnergy Product Quality the Lowest

Tech	2.2
41-45	1.8
Other	1.5

FirstEnergy Product Quality Score by Gender

Female customers rated FirstEnergy's Product Quality score 0.1 stars higher than Male customers.

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Male

2.8/5

Female

2.9/5

FirstEnergy Product Quality Score by Ethnicity

FirstEnergy's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.

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Summary	Ethnicity	Score
Caucasian 2.9	Caucasian	2.9
Asian or Pacific Islander 3.1	Asian or Pacific Islander	3.1
Other 1.5	Other	1.5

FirstEnergy Product Quality Score by Age

FirstEnergy's Product Quality score was rated the highest by customers ages 36-40, and the lowest by customers ages 41-45.

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Summary	Age	Score
18-25 3	18-25	3
31-35 2	31-35	2
36-40 3.4	36-40	3.4
41-45 1.8	41-45	1.8
51-55 3	51-55	3
61-65 3.2	61-65	3.2
66+ 2.6	66+	2.6

FirstEnergy Product Quality Score by Usage

FirstEnergy's Product Quality score was rated the highest by customers who have used FirstEnergy's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.

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1 to 2 Years	3
5 to 10 Years	3.3
Over 10 Years	2.6

FirstEnergy Product Quality Score by Industry

FirstEnergy's Product Quality score was rated the highest by Education industry customers, and the lowest by Tech industry customers.

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Tech	2.2
Education	3.5

FirstEnergy Product Quality vs. Competitors

Compared to its competitors, FirstEnergy's Product Quality score is rated right above Duke Energy Corporation, and is preceded by SSE.

COMPANY		Product Quality Score
	Talen Energy Corporation	5/5
	Southern Company	4/5
	ComEd	3.4/5
	SSE	3.2/5
	FirstEnergy	3/5
	Duke Energy Corporation	2.9/5
	American Electric Power	2.7/5

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FirstEnergy Pricing

FirstEnergy ROI & Value For Money

2.7/5

FirstEnergy has a value for money and ROI score of 2.7 out of 5 stars rated by its users and customers.

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FirstEnergy 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 Education industry. The users from the Tech industry think that they had the lowest ROI from FirstEnergy.

Quick Insights into FirstEnergy ROI

FirstEnergy's ROI score was rated highest by Asian or Pacific Islander customers, and rated lowest by Other customers.

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Ranked FirstEnergy ROI the Highest

Asian or Pacific Islander	3.3
5 to 10 Years	3.2
36-40	3.1

Ranked FirstEnergy ROI the Lowest

Tech	2.4
41-45	1.5
Other	1.5

FirstEnergy ROI Score by Gender

Female customers rated FirstEnergy's ROI score 0.1 stars higher than Male customers.

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Male

2.6/5

Female

2.7/5

FirstEnergy ROI Score by Ethnicity

FirstEnergy's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.

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Summary	Ethnicity	Score
Caucasian 2.7	Caucasian	2.7
Asian or Pacific Islander 3.3	Asian or Pacific Islander	3.3
Other 1.5	Other	1.5

FirstEnergy ROI Score by Age

FirstEnergy's ROI score was rated the highest by customers ages 36-40, and the lowest by customers ages 41-45.

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Summary	Age	Score
18-25 2.3	18-25	2.3
31-35 2	31-35	2
36-40 3.1	36-40	3.1
41-45 1.5	41-45	1.5
51-55 3	51-55	3
61-65 2.6	61-65	2.6
66+ 2.4	66+	2.4

FirstEnergy ROI Score by Usage

FirstEnergy's ROI score was rated the highest by customers who have used FirstEnergy's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.

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1 to 2 Years	2.4
5 to 10 Years	3.2
Over 10 Years	2.4

FirstEnergy ROI Score by Industry

FirstEnergy's ROI score was rated the highest by Education industry customers, and the lowest by Tech industry customers.

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Tech	2.4
Education	3

FirstEnergy Pricing vs. Competitors

Compared to its competitors, FirstEnergy's ROI score is rated right above Duke Energy Corporation, and is preceded by SSE.

COMPANY		Pricing Score
	Talen Energy Corporation	5/5
	Southern Company	4/5
	ComEd	3.2/5
	SSE	3.2/5
	FirstEnergy	2.7/5
	Duke Energy Corporation	2.7/5
	American Electric Power	2.5/5

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FirstEnergy Customer Satisfaction (CSAT)

FirstEnergy Customer Satisfaction (CSAT) Score

59 / 100

FirstEnergy has an overall Customer Satisfaction score of 59 rated by its users and customers.

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Very Satisfied	28%
Satisfied	31%
Neither Satisfied nor Dissatisfied	11%
Dissatisfied	6%
Very Dissatisfied	24%

Very Satisfied

28%

Satisfied

31%

Neither Satisfied nor Dissatisfied

11%

Dissatisfied

Very Dissatisfied

24%

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 FirstEnergy Customer Satisfaction

FirstEnergy's Customer Satisfaction score was rated highest by customers ages 36-40, and rated lowest by customers ages 41-45.

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Ranked FirstEnergy Customer Satisfaction the Highest

36-40	75%
Asian or Pacific Islander	66%
Education	66%

Ranked FirstEnergy Customer Satisfaction the Lowest

1 to 2 Years	33%
Other	33%
41-45	0%

FirstEnergy Customer Satisfaction Score by Gender

Female customers rated FirstEnergy's Customer Satisfaction score 11 points higher than Male customers.

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39 / 100

Male

	Very Satisfied	17%
	Satisfied	22%
	Neither Satisfied nor Dissatisfied	17%
	Dissatisfied	5%
	Very Dissatisfied	39%

50 / 100

Female

	Very Satisfied	33%
	Satisfied	17%
	Neither Satisfied nor Dissatisfied	8%
	Dissatisfied	8%
	Very Dissatisfied	34%

FirstEnergy Customer Satisfaction Score by Ethnicity

CSAT according to Caucasian

FirstEnergy's Customer Satisfaction (CSAT) score was rated 39% according to Caucasian users and customers.

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39 / 100

Very Satisfied	22%
Satisfied	17%
Neither Satisfied nor Dissatisfied	13%
Dissatisfied	9%
Very Dissatisfied	39%

Very Satisfied

22%

Satisfied

17%

Neither Satisfied nor Dissatisfied

13%

Dissatisfied

Very Dissatisfied

39%

CSAT according to Asian or Pacific Islander

FirstEnergy's Customer Satisfaction (CSAT) score was rated 66% according to Asian or Pacific Islander users and customers.

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66 / 100

Very Satisfied	33%
Satisfied	33%
Neither Satisfied nor Dissatisfied	0%
Dissatisfied	0%
Very Dissatisfied	34%

Very Satisfied

33%

Satisfied

33%

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

34%

CSAT according to Other

FirstEnergy's Customer Satisfaction (CSAT) score was rated 33% according to Other users and customers.

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33 / 100

Very Satisfied	33%
Satisfied	0%
Neither Satisfied nor Dissatisfied	33%
Dissatisfied	0%
Very Dissatisfied	34%

Very Satisfied

33%

Satisfied

Neither Satisfied nor Dissatisfied

33%

Dissatisfied

Very Dissatisfied

34%

FirstEnergy Customer Satisfaction Score by Age

FirstEnergy's Customer Satisfaction score was rated the highest by customers ages 36-40, and the lowest by customers ages 41-45.

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100

Breakdown

Age

Score

36-40

75%

41-45

51-55

25%

61-65

33%

66+

38%

FirstEnergy Customer Satisfaction Score by Usage

FirstEnergy's Customer Satisfaction score was rated the highest by customers who have used FirstEnergy's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.

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1 to 2 Years	33
5 to 10 Years	43
Over 10 Years	39

FirstEnergy Customer Satisfaction Score by Industry

FirstEnergy's Customer Satisfaction score was rated the highest by Education industry customers, and the lowest by Tech industry customers.

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Tech	43
Education	66

FirstEnergy Customer Satisfaction vs. Competitors

Compared to its competitors, FirstEnergy's Customer Satisfaction score is rated right above Duke Energy Corporation, and is preceded by ComEd .

COMPANY		Customer Satisfaction (CSAT) Score
	Talen Energy Corporation	100%
	Southern Company	76%
	SSE	63%
	ComEd	62%
	FirstEnergy	59%
	Duke Energy Corporation	47%
	American Electric Power	30%

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FirstEnergy Customer Service

2.9/5

FirstEnergy has an overall Customer Service score of 2.9 out of 5 stars rated by its users and customers.

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About FirstEnergy's Customer Service

Address

Akron, OH

Website

https://www.firstenergycorp.com

Quick Insights into FirstEnergy Customer Service

FirstEnergy's Customer Service score was rated highest by customers from the Education industry, and rated lowest by Other customers.

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Ranked FirstEnergy Customer Service the Highest

Education	3.5
5 to 10 Years	3.3
Asian or Pacific Islander	3.3

Ranked FirstEnergy Customer Service the Lowest

1 to 2 Years	1.5
41-45	1.5
Other	1.5

FirstEnergy Customer Service Score by Gender

Female customers rated FirstEnergy's Customer Service score 0.3 stars higher than Male customers.

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Male

2.4/5

Female

2.7/5

FirstEnergy Customer Service Score by Ethnicity

FirstEnergy's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.

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100

Summary	Ethnicity	Customer Service Score
Caucasian 2.5	Caucasian	2.5
Asian or Pacific Islander 3.3	Asian or Pacific Islander	3.3
Other 1.5	Other	1.5

FirstEnergy Customer Service Score by Age

FirstEnergy's Customer Service score was rated the highest by customers ages 36-40, and the lowest by customers ages 41-45.

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100

Summary	Age	Customer Service Score
18-25 1.5	18-25	1.5
31-35 2	31-35	2
36-40 3.1	36-40	3.1
41-45 1.5	41-45	1.5
51-55 2.7	51-55	2.7
61-65 2.7	61-65	2.7
66+ 2.3	66+	2.3

FirstEnergy Customer Service Score by Usage

FirstEnergy's Customer Service score was rated the highest by customers who have used FirstEnergy's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.

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1 to 2 Years	1.5
5 to 10 Years	3.3
Over 10 Years	2.4

FirstEnergy Customer Service Score by Industry

FirstEnergy's Customer Service score was rated the highest by Education industry customers, and the lowest by Tech industry customers.

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Tech	2.3
Education	3.5

FirstEnergy Customer Service vs. Competitors

Compared to its competitors, FirstEnergy's Customer Service score is rated right above Duke Energy Corporation, and is preceded by SSE.

COMPANY		Customer Service Score
	Talen Energy Corporation	5/5
	Southern Company	4/5
	ComEd	3.3/5
	SSE	3.1/5
	FirstEnergy	2.9/5
	Duke Energy Corporation	2.8/5
	American Electric Power	2.4/5

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FirstEnergy as an Employer

3.3/5

FirstEnergy has a 3.3/5 stars for its overall company culture rated by their employees

bottom

45%

CEO of FirstEnergy

Steven E. Strah

In the Bottom 45% of Similar Sized Companies on Comparably.

Consumer vs. Employees

FirstEnergy scored a -15 for Net Promoter Score and a -9 for Employee Net Promoter Score. NPS gauges how likely a customer of FirstEnergy would recommend the brand to a friend. ENPS measures how likely FirstEnergy employees would recommend working at FirstEnergy to a friend.

Net Promoter Score

-15

NPS Score

36%	Promoters
13%	Passive
51%	Detractors

Employee Net Promoter Score

-9

eNPS Score

34%	Promoters
23%	Passive
43%	Detractors

Global Ranking Snapshot

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5	Apple	Timothy Cook	Tech
6	Nike	John Donahoe	Fashion and Beauty
7	Target	Brian Cornell	Retail