Despite ongoing severe weather across the United States resulting in longer outage periods per event, customer satisfaction with residential electric utilities has increased substantially from 2012 driven primarily by improvements in billing/payment, price and outage communications, according to the J.D. Power 2013 Electric Utility Residential Customer Satisfaction StudySM released today. The study, now in its 15th 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. Overall satisfaction among residential customers of electric utilities has increased substantially in 2013 to 639 (on a 1000-point scale), up 14 points from 2012. While performance in all factors improves in 2013, billing and payment satisfaction (719) increases by a notable 19 points, the largest increase among the six factors. Power quality and reliability, an important driver of customer satisfaction and the second-highest-scoring factor, has improved to 692 from 677 in 2012. Communications satisfaction increases for a third consecutive year, climbing to 585 in 2013 from 579 in 2012 and 575 in 2011. Satisfaction scores in price (551) and customer service (706) are the highest they have been in the past four years, with customer service increasing by [...]
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