Despite growing pressure on UK household budgets, electricity customers are reporting higher satisfaction with their overall experience with utility providers, according to the J.D. Power and Associates 2010 UK Electricity and Gas Supplier Customer Satisfaction Study. In particular, lower reported monthly bill amounts and improved satisfaction with customer service have elevated overall satisfaction. 

Overall satisfaction with electric utility providers has improved to an average of 620 on a 1,000-point scale in 2010, an increase of 30 points from 2009.

The study finds that monthly customer-reported bill amounts have decreased in 2010, compared with 2009. Monthly electricity bills in 2010 average 48.85 pounds Sterling-3 percent lower than in 2009.

In 2010, satisfaction with customer service has improved notably, particularly among customers who contact their energy supplier about their account. Satisfaction with the call center experience has improved significantly compared with 2009, with customer-service-related complaints down considerably and increased rates of call resolution.

Increasing penetration of energy monitors in households has helped customers reduce their energy consumption and pay closer attention to their usage. In 2010, 12 percent of households in the UK report having an electricity energy monitor, of which 64 percent indicate that the monitors have helped them reduce their energy usage.

"The overall improvement with utility providers in 2010 is encouraging news for the utility industry in the UK," said Gordon Shields, research director at J.D. Power and Associates. "The increasing existence of electricity monitors, in particular, has yielded benefits for both suppliers and customers. Through electricity monitors, customers have the ability to more closely manage their usage, which helps reduce bill amounts-both of which can help elevate overall satisfaction. Furthermore, the monitors reinforce the message from suppliers that lowering usage is important, and helps build the perception that utility companies are looking out for customer best interests."

The study, now in its 11th year, examines customer satisfaction with electricity and gas utility suppliers by examining six factors. For electricity suppliers, the factors are price and value; customer service; power quality and reliability; environmental responsibility; billing and payment; and meter reading.

Atlantic ranks highest among electricity suppliers with a score of 658, and performs particularly well in the price and value and customer service factors. Scottish Hydro (641) and Southern (640) follow Atlantic in the segment rankings. Scottish Hydro performs particularly well in the power quality and reliability and environmental responsibility factors, while Southern performs well in the customer service and billing and payment factors.