JD Power releases UK electricity and gas consumer report

With electricity and gas rates soaring in the UK, proactive communication of utility suppliers to customers regarding price changes is vital to the overall customer satisfaction, according to the 2009 UK Electricity and Gas Supplier Customer Satisfaction Study released by the JD Power and Associates.

The study reveals that monthly energy bills have increased significantly this year compared with 2008. The average electricity bill per month in 2009 is £50.34, an increase of eight per cent from last year.

The research also finds that customer satisfaction dropped considerably with the energy providers’ price hike. However, the decline in satisfaction could have been lessened if suppliers had informed energy users in advance about the rate increase.

Approximately half of the respondents reported to have received an advance notice, with 54 per cent of electricity users and 48 per cent of gas consumers said that they had been notified by their suppliers ahead of time.

Meanwhile, Atlantic ranks first among utility providers with 640 points in the electricity supplier ranking. The company performs well in the customer service, and price and value factors as well.

Swalec with a score of 623 and EDF with 618 follow Atlantic in the ranking. Swalec performs well in the reliability and power quality factor, while EDF tops the environmental responsibility factor.

Among UK gas suppliers, the EDF tops the list with a score of 671. The utility provider is also ahead in price and value, meter reading, and environmental responsibility factors. Following EDF are Scottish Hydro and Atlantic, both with 651 points.