What Makes Texas Customers Happy?
A Texas Customer Satisfaction Study analyzed data compiled from more than 7
,300 Texas residential utility customers. These randomly chosen Texans were asked to rank their Texas electric choice provider on several criteria: Billing and Payment, Price, Communications, Customer Service and Overall Satisfaction. The study reports that the customers were particularly pleased with low kilowatt per hour rates.While low prices will always be attractive to customers (and their wallets), the study notes that consumer satisfaction is particularly high with certain customers: those who receive electricity generated from renewable resources. When a customer signs up for GoGreen, he or she receives 100% wind-generated electricity, eliminating carbon emissions resulting from traditional forms of electric generation.
Another finding of the study is that customers are most satisfied when their REP contacts them by e-mail. Consumers have the option, however, to e-mail for answers, communicate through the social media or even communicate with representatives in real-time chat through the company's web site.
The study rankings are particularly meaningful because of the unique nature of the Texas electric market. One of CEO of a major Texas electric choice in Texas, Lance Scheier, was one of the many voices calling for deregulation of the market, which would empower consumers to choose their Residential Electric Provider (REP). In 2002, Texas Senate Bill 7 freed Texans, leading to lower utility costs. Best of all, deregulation forced REPs to compete with each other. Companies needed to prove their value to customers, who now have a Texas electric choice and are free to make a switch if they were unhappy when their contracts ran out.
Receiving the kind of recognition the study provides is certainly a compliment. What truly matters is that texas electric options view the study as a challenge to improve its scores even more in the future and continue to find ways to satisfy its customers.
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