Rising electric bills, coupled with the slumping economy, are taking a toll on the satisfaction levels of business customers with their electric utility companies, according to the J.D. Power and Associates 2003 Electric Utility Midsize Business Customer Satisfaction Study^SM.

As electric bills of midsize businesses increased 9% over 2002, the nationwide industry average for overall customer satisfaction fell from 100 index points in 2002 to 97 in 2003. Nearly one-half of the utilities measured (21 out of 43) were rated significantly lower in 2003, while just four utilities improved significantly.

“The economy has a lot to do with this decline,” said Alan Destribats, executive director of the utility practice at J.D. Power and Associates. “While businesses are intent on finding ways to cut costs, electric bills are rising significantly. Naturally, this negatively impacts customer satisfaction. These businesses are sending a message to utilities that they are looking for help in these trying times.”

The study is based on interviews with representatives of more than 6900 midsize businesses (businesses spending between US$1500 and US$25,000 monthly on electricity), throughout the United States on areas such as power quality and reliability, company image, price and value, billing and payment, and customer service. Midsize business representatives are especially critical of their electric utility's performance in the areas of price, value and company image.

“Now, more than ever, utilities must develop and effectively communicate billing and pricing options that are attractive to their business customers,” said Destribats.
Circle 154 on Reader Service Card or visit freeproductinfo.net/tdw