While many electric utility companies provide programs to help their customers manage their energy costs, a large percentage of their customers are not aware of the programs available to them, according to the J.D. Power 2013 Consumer Engagement StudySM released today.
Improved efficiency and communications, as well as slightly lower rates, seem to be driving an increase in customer satisfaction with residential electric utility service.
Despite ongoing severe weather across the United States resulting in longer outage periods per event, customer satisfaction with residential electric utilities has increased substantially from 2012 driven primarily by improvements in billing/payment, price and outage communications, according to the J.D. Power 2013 Electric Utility Residential Customer Satisfaction StudySM, released today.
To get a snapshot of vehicle owners' perceptions of and intentions for the BEV market, J.D. Power and Associates conducted a survey of 1,001 current vehicle owners in July 2012. This special report provides topline results of the J.D. Power and Associates 2012 US BEV Market Study. The findings indicate some sizeable challenges in marketing BEVs to today's consumers.
The 2013 Utility Website Evaluation Study Webcast was recorded on April 10, 2013. To view the recording, please click here.
To view the "Five Ways to Improve the Utility Customer Experience Webcast," please click here.
Price of the service is the factor most commonly cited by residential customers of retail electric providers for switching their provider, according to the just-released J.D. Power 2013 Retail Electric Provider Satisfaction Study.SM
Among retail electric provider residential customers, 41 percent have taken action in the past year to either switch providers, renew with their current retail provider, or sign up for retail service for the first time, with a majority citing price competition as a primary reason for taking action, according to the J.D. Power 2013 Retail Electric Provider Satisfaction StudySM released today.
Georgia natural gas retailers are contacting their customers more frequently, increasing customer satisfaction with communication from their gas provider, according to the J.D. Power & Associates 2013 Georgia Natural Gas Retailer Residential Customer Satisfaction StudySM released today.
Increasingly, customers are using their mobile devices to access their utility's website--and, so far, this is a slightly less satisfying experience than using their desktop computer for that purpose.
An increasing number of customers are using their mobile device to access their utility's website, which is a less satisfying experience than their experience on a desktop computer, according to the J.D. Power and Associates 2013 Utility Website Evaluation StudySM (UWES) released today.
Amid a reduction in local and customer-focused activities, overall customer satisfaction declines among business gas utility customers, according to the J.D. Power and Associates 2013 Gas Utility Business Customer Satisfaction StudySM released today.
Overall, state governments and electric utilities provided more effective responsiveness and handling of the 2012 Hurricane Sandy emergency than did local and federal governments, according to the J.D. Power and Associates 2013 Hurricane Sandy Responsiveness StudySM released today.
Business customer satisfaction with electric utility communications increases, while overall satisfaction declines, according to the J.D. Power and Associates 2013 Electric Utility Business Customer Satisfaction StudySM released today.
While many of the smart meter products and services utilities provide encourage their customers to actively participate in managing their energy costs, utilities still face challenges to smart meter introduction in the marketplace, according to the J.D. Power and Associates 2012 Smart Pulse StudySM and 2012 Customer Engagement Strategies StudySM released today.