Gexa Energy Tops J.D. Power Rankings for Texas Business Customers

Gexa Energy topped J.D. Power and Associates 2010 Texas Business Retail Electric Provider Customer Satisfaction Study, with a score of 681 out of 1,000.

The study was based on responses from 2,227 business customers of electric retailers in Texas fielded between May and June and September and October 2010. Retail providers needed to have 100 respondents in order to be ranked. Five providers were ranked this year (see below).

J.D. Power said that overall satisfaction among business customers in 2010 averages 629, an improvement of 17 points from 2009. Driving the overall improvement were increased satisfaction with price and customer service.

J.D. Power credited improved retail electric provider websites for higher customer service satisfaction levels. Customers reported improvements in the following areas of REP websites: the clarity of information provided; ease of navigation; timeliness of resolving problems; and helpfulness of e-mail or web chat responses. Approximately 40 percent of business customers indicate they read their monthly account statement online, and 24 percent say they prefer interacting with their electric retailer through the website compared with any other contact channel

J.D. Power also reported:

• More than one-half of business customers indicate their current contract with their electric retailer will expire within the next 12 months.
• Approximately one in five businesses with contracts expiring during the next 12 months say they are likely to switch providers.
• Nearly one in five business customers say they have a direct contact at their retailer for service. Overall customer satisfaction increases to an average of 689 - 60 points higher than the industry average - when a business is provided with a direct contact.

J.D. Power and Associates 2010 Texas Business Retail Electric Provider Customer Satisfaction Study

Satisfaction Index Ranking J.D. Power.com Power Circle Ratings
Gexa Energy 681 5
Stream Energy 676 5
Direct Energy 631 3
Industry Average 629 3
Reliant Energy 621 3
TXU Energy 599 2

Index based on 1,000 points; Power Circle Ratings Legend: 5 - Among the best; 4 - Better than most; 3 - About average ; 2 - The rest

Not ranked due to small sample size: Ambit Energy, Champion Energy, Green Mountain Energy, StarTex Power, Texas Power

Source: J.D. Power and Associates 2010 Texas Business Retail Electric Provider Customer Satisfaction Study