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New Retail Provider Ranks Highest in Texas Customer Satisfaction, J.D. Power Rankings for 8 Other States Released
Champion Energy Services regained the top spot in Texas residential customer satisfaction, according to the J.D. Power 2015 Retail Electric Provider Residential Customer Satisfaction Study
The study examines satisfaction among residential customers' 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.
Overall satisfaction with retail electric providers (REP) in Texas is 715, an increase of 9 points from 706 in 2014. Satisfaction in the other eight states included in the study is 632, an improvement of 6 points from 626 in 2014. While Texas ranks highest overall, Pennsylvania (664) ranks highest among the other eight states
J.D. Power said that only 23 percent of customers plan to switch from their local electric distribution company in the next three months. The three most frequently cited reasons customers avoid switching to a retail electric provider include the bill savings are not big enough to switch (44%); they are satisfied with the level of service they presently get from their local utility (37%); and they are concerned about getting worse service if they were to switch (26%). Of the respondents who said bill savings aren't big enough to switch, more than one-fourth (28%) said they would consider switching if they know they would save up to $20 a month.
The 2015 Retail Electric Provider Residential Customer Satisfaction Study is based on responses from 21,744 electric retail residential customers of the 86 ranked retail electric providers in nine states regarding their experiences with their retail electric provider. Online interviews were conducted August 2014 through June 2015
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August 12, 2015
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Copyright 2010-15 EnergyChoiceMatters.com
Reporting by Paul Ring • ring@energychoicematters.com
J.D. Power 2015 Retail Electric Provider
Residential Customer Satisfaction Study
Overall Customer Satisfaction J.D. Power.com
Index Scores Power Circle
(Based on a 1,000-point scale) Ratings
Connecticut
Ambit Energy 689 5
Connecticut Gas & Electric 657 4
ConEdison Solutions 645 4
Direct Energy 633 4
Connecticut Average 623 3
North American Power 621 3
Public Power 617 3
Energy Plus 599 2
Note: Included in the study, but not ranked
due to small sample size are NRG Home and
Verde Energy (Low Cost Power).
Illinois
AEP Energy 724 5
Liberty Power 718 5
Nordic Energy 709 4
Ambit Energy 705 4
IGS Energy 649 4
Direct Energy 648 4
Energy Plus 636 3
MC Squared Energy 636 3
Illinois Average 631 3
Spark Energy 621 3
FirstEnergy Solutions 620 3
Constellation 616 3
Integrys Energy 594 2
Homefield Energy 585 2
Note: Included in the study, but not ranked
due to small sample size are NRG Home,
Verde Energy (Low Cost Power) and Viridian
Energy.
Note: Integrys Energy is now a part of
Constellation as of April 2015.
Massachusetts
Viridian Energy 682 5
Massachusetts Gas & Electric 637 4
Direct Energy 626 3
Massachusetts Average 625 3
Energy Plus 618 3
Just Energy 605 2
NRG Home 593 2
Note: Included in the study, but not ranked
due to small sample size are ConEdison
Solutions, Green Mountain Energy and Liberty
Power.
New Jersey
New Jersey Gas & Electric 657 5
Ambit Energy 656 5
North American Power 655 5
New Jersey Average 645 3
Viridian Energy 627 2
Constellation 624 2
Energy Plus 619 2
Gateway Energy Services 600 2
Note: Included in the study, but not ranked
due to small sample size are APG&E, Direct
Energy, Just Energy, NRG Home and Verde
Energy (Low Cost Power).
New York
Green Mountain Energy 684 5
Agway Energy 665 4
NOCO Electric 650 4
Energetix 643 4
Direct Energy 642 4
Energy Plus 640 4
Gateway Energy Services 631 4
New York Gas & Electric 631 4
IDT Energy 630 3
Ambit Energy 627 3
North American Power 624 3
New York Average 621 3
NYSEG Solutions 613 3
ConEdison Solutions 608 3
Just Energy 591 2
Ohio
IGS Energy 642 5
Direct Energy 637 4
DP&L Energy/DPLER 629 4
AEP Energy 618 3
Duke Energy Retail 618 3
Ohio Average 617 3
FirstEnergy Solutions 609 2
Note: Duke Energy Retail is now a part of
Dynegy Energy Services as of April 2015.
Pennsylvania
ConEdison Solutions 698 5
Ambit Energy 695 5
AEP Energy 688 4
Energy Plus 679 4
Green Mountain Energy 679 4
PPL EnergyPlus 677 4
Stream Energy 664 3
Pennsylvania Average 664 3
NRG Home 655 3
Direct Energy 653 3
Gateway Energy Services 644 2
Constellation 620 2
IGS Energy 620 2
Pennsylvania Gas & Electric 619 2
Note: Included in the study, but not ranked
due to small sample size are IDT Energy,
Liberty Power, North American Power, Verde
Energy (Low Cost Power) and WGL Energy.
Note: PPL EnergyPlus is now a part of Talen
Energy as of June 2015.
Texas
Champion Energy Services 766 5
Green Mountain Energy 754 4
Bounce Energy 752 4
Ambit Energy 747 4
Stream Energy 735 4
StarTex Power 733 4
Cirro Energy 729 4
Pennywise Power 723 3
Direct Energy 721 3
Gexa Energy 719 3
Spark Energy 718 3
Reliant Energy 715 3
Texas Average 715 3
TriEagle Energy 713 3
Amigo Energy 703 3
TXU Energy 701 3
Southwest Power & Light 697 3
CPL Retail Energy 686 2
Just Energy 678 2
First Choice Power 674 2
Everything Energy 658 2
Note: Included in the study, but not ranked
due to small sample size are Brilliant Energy,
Entrust Energy, Frontier Utilities, Summer
Energy, WTU Retail Energy and YEP Energy.
Power Circle Ratings Legend
5 – Among the best
4 – Better than most
3 – About average
2 – The rest
Source: J.D. Power 2015 Retail Electric Provider
Residential Customer Satisfaction Study
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