Texas Electricity Providers Perform Well In Survey

Green Mountain Energy has taken the top spot in the JD Power 2014 Retail Electric Provider Residential Customer Satisfaction Study.  The study, now in its seventh year, surveys electric customers in Texas and several other deregulated electricity states.  Using the data they rank providers on a number of factors and generate an overall score for each company on a 1,000 point scale.

Ranking factors include price, communications, corporate citizenship, enrollment, customer service, and billing/payment.  The results were good news not just for Green Mountain but the Texas electricity market as a whole.   Green Mountain’s overall score of 762 was compared to the state average of 706.  The Texas state average was the highest of any state in the study.

Overall satisfaction of the Texas electricity market continues to improve as this year’s average of 706 was 24 point higher than in 2013.  This trend applies to other states in the survey.  Customer satisfaction across many states improved despite high electricity bills in many parts of the country because of a cold winter.   JD Power attributes the improvement in customer sentiment partly to improved communications.

Green Mountain Energy also points to its improved customer communications as a factor in the company’s top score in this year’s survey.  According to a statement on the company’s website:

“Over the last year, Green Mountain introduced key enhancements to its website, bills, and enrollment process to make it easier for customers to learn about renewable energy and how they’re helping to preserve and protect the environment.”

Champion Energy, who ranked at #1 in the study the past several years, had another strong showing achieving the second highest score of 759.  Green Mountain and Champion were the only two Texas electricity providers to obtain a Power Circle Rating of 5 out of 5 from JD Power.

Several providers where given a 4 out of 5 rating including Cirro Energy, StarTex Power, and Bounce Energy.  The most common ranking was a 3 out of 5 which included Direct Energy, Reliant Energy, First Choice Power, and TXU Energy.

See Also: Complaints In Texas Electricity Market Drop Again
See Also: 2013 Survey Results
See Also: 2012 Survey Results


Congratulations To Champion Energy and Bounce Energy For Receiving The Highest Ratings In JD Power’s Survey Of Customer Satisfaction

Texas electric providers Champion Energy and Bounce Energy both scored a 5 out of 5 overall rating in the 2012 JD Power Texas Electric Customer Satisfaction survey.

Perhaps not surprisingly, the survey reports that Texans in deregulated parts of the state, where consumers have the power to choose, reported more overall satisfaction than those who live in places where they still have to get electricity from monopoly providers. 

A spokesperson for JD Power pointed out that electricity rates are the most important factor in determining customer satisfaction, though intangibles such as customer service and communications are also ranking factors.

Texan’s who have electric choice reported higher satisfaction than the national average.  Overall satisfaction level for Texans was the highest in the 5 years that the survey has been performed.

Other providers who performed well in the survey include StarTex Power and Green Mountain Energy.

TXU Energy received a 3 out of 5 overall ranking.

See Also: What You Need To Know About The TXU Free Nights Plan
See Also: Prepaid Electricity Plans