As more energy markets are deregulating and retail electric providers (REPs) grow into the competitive space, the need for greater transparency and measured quality across electricity companies is essential for residential and commercial customers.

Electric Choice is on a continuing mission to empower you with this information, along with channels through which to contribute your own feedback and help us shape the consensus for each REP.

Just recently in June 2013, marketing info services giant J.D. Power and Associates has published survey data reflecting consumer satisfaction toward retail electricity providers for the first time ever! The inaugural study covers eight states and 71 REPs, measuring performance in five key areas.

Respondents in the states of Connecticut, Illinois, Maryland, Massachusetts, New York, Ohio, Pennsylvania and New Jersey measured their satisfaction of REPs in the categories of Price, Communications, Corporate Citizenship, Enrollments & Renewals and Customer Service.

The published results, however, do not include data from New Jersey due to an ‘insufficient number of eligible brands’. (Texas, while deregulated for electricity, was not included in this study. However, J.D. Power conducts another separate study focused specifically on Texas REPs).

While a sizable array of data was gleaned from the study, some particularly noteworthy results stood out from a high level view. The study found that about 6% of customers in deregulated zones had switched from another REP, while 11% of respondents signed up with a REP for the first time. Renewals with the same REP made up 24% of the group.

Cross-referencing data found in another J.D. Power study focused on customer satisfaction with utilities found that consumers are happier wtih pricing at the REPs than are those receiving service from the local electric utilities.

Of the seven states eligible for scoring in the survey, Pennsylvania won the highest marks, achieving an overall customer satisfaction score of 631 out of 1,000. Individual scores for each state’s top REPs can be found at J.D. Power’s website.