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2013 Utility Website Evaluation Study Results
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.
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2013 Utility Website Evaluation Study
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.
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2013 Gas Utility Business Customer Satisfaction Study
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.
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2013 Hurricane Sandy Responsiveness Study
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.
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2013 Electric Utility Business Customer Satisfaction Study
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.
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2012 Smart Pulse Study and 2012 Customer Engagement Strategies Study
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.
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2012 Gas Utility Residential Customer Satisfaction Study
Residential natural gas customer satisfaction increases by seven points year over year, as the average reported monthly bill in 2012, $78, decreases by $9 from 2011, according to the J.D. Power and Associates 2012 Gas Utility Residential Customer Satisfaction StudySM released today.
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Video: 2012 Electric Utility Residential Study
Chris Oberle, senior director of the energy and utility practice at J.D. Power and Associates, discusses findings from the 2012 Electric Utility Residential Customer Satisfaction Study. The study measures satisfaction among residential customers of the 126 largest electric utility brands across the United States, which collectively represent nearly 94 million households.
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2012 Texas Residential Retail Electric Provider Customer Satisfaction Study
Customers in Texas who are able to choose their electric provider are increasingly more satisfied with their provider than are those who do not have a choice, according to the J.D. Power and Associates 2012 Texas Residential Retail Electric Provider Customer Satisfaction StudySM released today.
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2012 Electric Utility Residential Customer Satisfaction Study
Following a stormy second half of 2011, customer satisfaction with electric utility companies has declined for a second consecutive year, according to the J.D. Power and Associates 2012 Electric Utility Residential Customer Satisfaction StudySM released today.
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How Customer Satisfaction Drives Return On Equity for Regulated Electric Utilities
During the past decade, J.D. Power and Associates and Standard & Poor's have examined the relationship between customer satisfaction and key financial metrics in the electric utility industry. During the same period, the number of electric rate cases has steadily increased. Due to this increase, J.D. Power has undertaken an examination of the relationship between customer satisfaction and return on equity (ROE) in the industry. This white paper details the findings from these analyses.
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2012 Utility Website Evaluation Study Webcast
This special webcast presentation focuses on the 2012 Utility Website Evaluation Study. Topics covered include:
- An overview of the study, research methodology, and overall industry findings
- Customer experiences and what they are saying about their electric company's website
- Factors that drive overall customer satisfaction
- And industry best practices with examples from top performing electric utility websites
Click here to download this on-demand webcast >>
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2012 Utility Website Evaluation Study (UWES)
Utility websites do particularly well in providing their customers with a satisfying online experience for reviewing account information online and scheduling payments, but new or more complex functions, such as setting up an account or finding information on how to save energy, are among the most difficult for customers to understand, according to the J.D. Power and Associates 2012 Utility Website Evaluation StudySM (UWES) released today.
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2012 Gas Utility Business Customer Satisfaction Study
In a reversal from 2011, satisfaction with communications from gas utilities has improved significantly among business customers, which has contributed to a notable increase in overall satisfaction, according to the J.D. Power and Associates 2012 Gas Utility Business Customer Satisfaction Study.
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2012 Electric Utility Business Customer Satisfaction Study
Overall Satisfaction among Business Customers of Electric Utilities Increases Notably, But Satisfaction Lags among Businesses That Spend the Least on Electricity