2009 Texas Residential Retail Electric Provider Customer Satisfaction Study

Overall Satisfaction: This score is based on how electric utility customers rate their overall experience with their electric utility provider. Close Billing: This score is based on how electric utility customers rate their provider’s accuracy and ease of understanding the bill, and clarity of charges. Close Cost: This score is based on how customers rate their provider on attributes such as fairness of prices offered and availability of pricing options. Close Communications: This score is based on how electric utility customers rate their provider’s ability to provide information and educate the consumer. Close Customer Service: This score is based on how electric utility customers rate interaction with automated telephone response systems (ATRS), local service representatives, and performance of Web service. Close