J.D. Power Releases Satisfaction Study

NAW Staff, Thursday 14 August 2008 - 10:07:13

Westlake Village, Calif.-based Green Mountain Energy Co. was ranked the highest in customer satisfaction among green electric retail providers in Texas, according to the J.D. Power and Associates 2008 Texas Residential Retail Electric Provider Customer Satisfaction Study. The inaugural study measures customer satisfaction with retail electric providers in Texas by examining four key factors: pricing, communications, billing and payment, and customer service. Stream Energy and Reliant Energy Retail follow Green Mountain Energy in the ranking.

The study found that customers who select a green power pricing plan – for which electricity is produced using renewable resources such as solar, wind or geothermal power – report paying more for electric service, on average, than do customers subscribing to other types of pricing plans. 

Customers subscribing to green power plans report paying an average of $202 per month, while customers on fixed-price plans report spending an average of $178 per month. Customers with variable price plans report paying an average of $170 per month. However, green-power customers are also more satisfied with their electric service. 

The study also includes the following findings:

- Nearly 50% of customers say they initially signed up with their retail electric provider more than four years ago,

- Approximately 35% of respondents report that they switched providers within the past 24 months, and

- Respondents who have switched providers within the past 24 months are more satisfied than customers who have remained with their provider for more than four years.

According to the Public Utility Commission of Texas, 42% of Texas residential customers were served by competitive retail electric providers by the end of 2007, totaling approximately 5.1 million households.

SOURCE: Green Mountain Energy Co.



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