Green Mountain Energy received the highest overall rating for Texas in the J.D. Power 2014 Retail Electric Provider Residential Customer Satisfaction Study. The survey scored retail electric providers in the areas of price, communications, enrollment/renewal experience, customer service, corporate citizenship, and billing and payment.
Texas Electricity Shopping
Unlike other states with retail electric choice programs, Texas does not have a default utility service option for residential customers in areas open to competition. Therefore, all Texas survey respondents had first-hand experience with finding providers that balance low electric rates with great customer service.
Texas Providers Score High
Texas retail electric providers scored an average of 706 out of a possible 1000 points in overall satisfaction. This reflects a 24-point improvement over 2013. The largest area of improvement was in the area of energy provider communication. In the Texas deregulated electric market, all billing and customer service matters are handled by the retail electric provider rather than the Transmission and Distribution Utility. This provides an incredible opportunity for energy providers to communicate directly with customers on an individual basis in addition to using broad communication strategies such as social media, advertising and community involvement.
Best Customer Service
Green Mountain Energy received a stellar score of 762 just edging out perennial award winner Champion Energy Services (759). They were followed by Cirro Energy (736), StarTex Power (735), Bounce Energy (730), Ambit Energy (725), and Stream Energy (721). Interestingly, some of these top performers are brands or divisions of larger retail energy providers. Green Mountain Energy and Cirro Energy are part of energy giant NRG. StarTex Power is part of energy conglomerate Exelon while Bounce Energy is part of international energy retailer Direct Energy. Champion Energy Services is independent while Stream Energy and Ambit Energy are network marketers.
When choosing a retail electric provider, it is important to balance price and service. Fortunately, Texas electricity customers have a broad field of providers that excel in providing competitive rates and an outstanding customer experience.
