Dallas-based Ambit Energy and Connecticut-based Viridian Energy are among the country’s top retail electric providers when it comes to customer satisfaction, according to a new survey by market research firm J.D. Power.
The J.D. Power 2015 Retail Electric Provider Residential Customer Satisfaction Study evaluates the performance of electric providers in nine states, where regulatory changes have given rise to competitive markets. The key factors measured are price, communications, corporate citizenship, enrollment/renewal and customer service.
Connecticut customers ranked Ambit Energy the leader in customer satisfaction, with a score of 689 on a 1,000-point scale. The company’s top ratings were in the price and enrollment/renewal factors. Ambit also ranked second overall in both New Jersey and Pennsylvania. In Massachusetts, renewable energy provider Viridian Energy ranked highest with a score of 682. Viridian performed best in the customer service factor.
The customer satisfaction study, now in its third year, is based on a survey of 21,744 residential customers of the 86 ranked retail electric providers. Key findings include a declining number of customers shopping for electricity, and the resultant need for providers to ensure an outstanding customer experience to attract and retain customers in an increasingly competitive marketplace.