2014 U.S. Retail Electric Provider Residential Customer Satisfaction Study

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The Challenge

Although retail electricity choice today is largely driven by price, it is not the only factor determining why customers elect to stay with their current provider or switch to another. Providers that understand their customers’ experiences and the relative performance of their competitors are better able to target offerings and services that may increase overall customer satisfaction, retailer loyalty, and advocacy, as well as maximize market share.

The Solution

The J.D. Power Retail Electric Provider Residential Customer Satisfaction StudySM measures residential customers’ satisfaction with their retail electricity provider (REP). The study is based on nearly 15,000 interviews of retail customers residing in Connecticut, Illinois, Maryland, Massachusetts, New Jersey, New York, Ohio, or Pennsylvania who select their REP. The customer experience is measured using five key drivers of satisfaction, including Price, Communications, Corporate Citizenship, Enrollment/Renewal, and Customer Service.

Study deliverables include:

  • A management discussion that provides insights into key industry trends and study findings, allowing you to maximize your utility’s performance and prioritize improvements initiatives
  • Access to a personalized competitive data set, allowing you to see how your utility compares with your competitors, the industry, and the highest performers
  • A retail customer comment file that allows for qualitative analysis of each retailer and the opportunity to hear directly from your customers
  • An on-site executive presentation that includes a summary of how your utility performs in the study, customized strategic recommendations, and ongoing best practices that may be used to establish corporate goals in maximizing customer satisfaction with your utility

The Benefits

Study subscribers will be able to use the findings to identify and prioritize performance improvement initiatives that have the greatest impact on customer satisfaction in order to protect and increase market share as a result of providing an outstanding customer experience.