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New Retail Provider Ranks Highest in Texas Customer Satisfaction, J.D. Power Rankings for 8 Other States Released
Green Mountain Energy has earned the top spot from Texas customers in J.D. Power's 2014 Retail Electric Provider Residential Customer Satisfaction Study.
Champion Energy Services, which was just edged for the top spot for 2014 by Green Mountain, had been ranked the top Texas REP in customer satisfaction for four consecutive years.
Full rankings by state are below.
The J.D. Power customer satisfaction survey is based on results from 25,757 retail electric residential customers and 9,016 avoiders -- those who avoided switching providers -- of 82 ranked retail electric providers in nine states regarding their experiences with their retail electric provider. The study was fielded in September 2013 through June 2014.
The survey examines satisfaction among residential customers of 82 ranked retail electric providers in nine states across five key factors: price; communications; corporate citizenship; enrollment/renewal; and customer service. An additional factor, billing and payment, is measured in Texas
J.D. Power said that overall satisfaction with retail electric providers (REPs) in Texas is 706 (on a 1,000-point scale), an increase of 24 points from 682 in 2013. Satisfaction in the other eight states is 626, an improvement of 20 points from 606 in 2013. While Texas ranks highest overall, Pennsylvania (650) ranks highest among the other eight states.
J.D. Power noted that price satisfaction among customers with variable plans declined by 27 points after the polar vortex. For variable rate customer surveys completed during September and December 2013, the price index was 630, while for variable rate customers surveyed in March and June 2014, the price index was 603. In contrast, satisfaction among customers with fixed price plans declined by only 10 points from 2013
Reasons customers avoid switching to a retail electric provider are the bill savings are not big enough to switch (37%); they are satisfied with the level of service they presently get from their local utility (27%); they didn't know how to switch (24%); and they are concerned about getting worse service if they were to switch (22%), J.D. Power said
Overall, 21 percent of customers plan to switch from their local electric distribution company in the next 3 months, J.D. Power said. More than one-fourth (27%) say they "definitely will" or "probably will" consider switching if they knew they would save up to $20 a month.
J.D. Power 2014 Retail Electric Provider Residential Customer Satisfaction Study
Source: J.D. Power 2014 Retail Electric Provider Residential Customer Satisfaction Study
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August 13, 2014
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Copyright 2010-14 EnergyChoiceMatters.com
Reporting by Karen Abbott • kabbott@energychoicematters.com
Overall Customer Satisfaction J.D. Power.com
Index Scores Power Circle
Ratings
Connecticut
Ambit Energy 705 5
ConEdison Solutions 659 4
Direct Energy 650 4
Dominion Energy Solutions 644 4
Connecticut Average 632 3
Energy Plus 620 3
Connecticut Gas & Electric 609 2
North American Power 596 2
Illinois
IGS Energy 668 5
AEP Energy 667 5
Ambit Energy 663 5
Direct Energy 653 4
Constellation 637 4
MC Squared Energy 632 3
Illinois Average 625 3
Energy Plus 622 3
FirstEnergy Solutions 617 3
Nicor Electric 613 3
Spark Energy 590 2
Integrys Energy 583 2
Homefield Energy 575 2
Massachusetts
Energy Plus 639 5
Massachusetts Average 619 3
Dominion Energy Solutions 612 3
Direct Energy 606 2
Just Energy 584 2
ConEdison Solutions 582 2
Maryland
Washington Gas Energy Services 660 5
Maryland Average 648 3
FirstEnergy Solutions 632 2
Energy Plus 629 2
Constellation 618 2
Dominion Energy Solutions 617 2
New Jersey
Ambit Energy 718 5
New Jersey Gas & Electric 662 4
Constellation 649 3
New Jersey Average 647 3
North American Power 637 3
Gateway Energy Services 632 3
Viridian Energy 625 3
Energy Plus 595 2
New York
Agway Energy 659 5
Direct Energy 642 4
Gateway Energy Services 642 4
Energetix 630 4
Ambit Energy 615 4
New York Gas & Electric 613 4
New York Average 599 3
NYSEG Solutions 590 3
Energy Plus 589 3
Just Energy 589 3
ConEdison Solutions 581 2
Ohio
Direct Energy 659 5
IGS Energy 658 5
Duke Energy-Retail 617 3
DPL Energy Resources 612 3
Ohio Average 611 3
FirstEnergy Solutions 610 3
Dominion Energy Solutions 608 3
AEP Energy 593 2
Pennsylvania
Ambit Energy 718 5
ConEdison Solutions 698 4
Green Mountain Energy 697 4
Stream Energy 668 4
NRG Residential Solutions 667 4
Direct Energy 660 3
PPL EnergyPlus 651 3
Pennsylvania Average 650 3
Dominion Energy Solutions 648 3
Energy Plus 643 3
FirstEnergy Solutions 633 3
Pennsylvania Gas & Electric 608 2
Texas
Green Mountain Energy 762 5
Champion Energy Services 759 5
Cirro Energy 736 4
StarTex Power 735 4
Bounce Energy 730 4
Ambit Energy 725 4
Stream Energy 721 4
Texas Average 706 3
Direct Energy 704 3
Gexa Energy 704 3
Just Energy 704 3
Reliant Energy 701 3
Everything Energy 699 3
First Choice Power 693 3
Amigo Energy 689 3
TXU Energy 689 3
CPL Retail Energy 683 2
Spark Energy 670 2
Energy Plus 658 2
Scores based on a 1,000-point scale
Power Circle Ratings Legend
5 – Among the best
4 – Better than most
3 – About average
2 – The rest
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