J.D. Power Reports: Overall Customer Satisfaction with Residential Electric Utilities Continues to Improve; However, Utilities Not Keeping Pace with Satisfaction Increases in Other Service Industries

July 16, 2014

Overall customer satisfaction with residential electric utilities has increased year over year driven primarily by improvements in corporate citizenship and outage communications, according to the J.D. Power 2014 Electric Utility Residential Customer Satisfaction Study(SM) released July 16th. However, the improvements in the electric utility industry are not keeping pace with those in a variety of other service industries.

The study, now in its 16th year, measures customer satisfaction with electric utility companies by examining six factors: power quality and reliability; price; billing and payment; corporate citizenship; communications; and customer service.

"Residential electric utilities have done a great job adding capabilities for proactive communications about outages and upping their corporate citizenship involvement. As a result, customer satisfaction levels have been improving over the past several years," said Jeff Conklin, senior director of the energy practice at J.D. Power. "However, when comparing satisfaction levels with many other service industries--such as television and telecommunication in which there is a physical connection to a home with a monthly bill payment arrangement--electric utilities are not improving at the same pace in overall satisfaction. Consumers are becoming more familiar with a higher level of service in their daily activities with other service providers and, as a result, their expectations are rising."

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J.D. Power

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