Within the next five years, state initiatives to deregulate the electric industry will open the door for competition and consumer choice among energy providers. In order to stay ahead of the competition, it is imperative for energy providers to better understand the factors that drive customer satisfaction.
J.D. Power and Associates examines the top electric utility providers in the areas of billing, cost/value, power quality, customer service and image throughout the Eastern, Midwestern, Southern and Western states.
Gas and Electric Utility
Residential Electric Utility Satisfaction
Residential Gas Utility Satisfaction
The Gas and Electric Utility Residential Customer Satisfaction Studies are based on interviews with U.S. residential gas and electric customers. The study measures customer satisfaction among 50 of the largest local gas and electricity providers in the country. Customer satisfaction is measured on factors including company image; price and value; billing and payment; field service; and customer service.
Electric Utility Midsize Business Customer Satisfaction
J.D. Power and Associates interviews thousands of midsize businesses, including manufacturers, retailers, health care providers, and business and consumer services firms to determine satisfaction with electric utilities. Midsize businesses are defined as those that normally spend $1,500 to $25,000 per month on electricity.
Proprietary Research
J.D. Power and Associates conducts custom research and customer satisfaction measurement and tracking on a proprietary basis. Clients gain access to weekly, monthly, or quarterly data to measure their performance over time and identify areas for improvement. Proprietary services include:
- Customer satisfaction tracking
- Quality tracking
- Sales tracking
- Retailer quality audits
- Certification programs to ensure compliance with predetermined industry benchmark standards
To inquire about proprietary research services, click here.