Nearly One Third of Georgia Gas Customers Switching Providers Regularly, J.D. Power Says

June 15, 2011
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Approximately 15 percent of customers of Georgia natural gas retailers say they plan to switch providers within the next 12 months, while an additional 15 percent indicate that they switched within the past year, according to the J.D. Power and Associates 2011 Georgia Retail Gas Provider Satisfaction Study released today.

Not surprisingly, J.D. Power found that lower levels of customer satisfaction lead to a higher likelihood of switching.

The inaugural study measures customer satisfaction by examining four key factors (listed in order of importance): price; billing and payment; communications; and customer service.

Walton EMC Natural Gas ranked highest among retail gas providers in Georgia in J.D. Power's survey, which only received ample survey responses to rank five of the 11 providers in the market (counting SCANA Energy and SCANA regulated as separate providers).

Rankings were:
Retailer: Score, and Power Circle Ratings
Walton EMC: 724, 5
SCANA Energy: 672, 3
Gas South: 671, 3
Industry Average: 667, 3
Georgia Natural Gas (SotuhStar): 660, 3
SCANA Energy Regulated Division: 657, 3

Source: 2011 J.D. Power and Associates Georgia Retail Gas Provider Customer Satisfaction Study. Numeric scores based on a 1,000-point scale; Power Circle Ratings ranked 1-5, with 5 being the best

Included in the study, but not ranked due to small sample size, were Coweta-Fayette EMC Natural Gas, Fireside Natural Gas, Infinite Energy, MXenergy, and Stream Energy.

The study is based on responses from more than 1,800 customers of natural gas retailers in Georgia. The study was fielded between April and May 2011.

Rankings in each of the four individual satisfaction categories (price, etc.) may be found on J.D. Power's website.

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