Emerald Group Publishing Limited
Copyright © 2000, MCB UP Limited
Power to power
J.D. Power & Associates and Navigant Consulting are conducting the first of an annual domestic customer satisfaction study among the largest electricity suppliers in the UK. This independently funded study, scheduled to be released in September 2000, will provide a standardised measure of overall satisfaction of consumers served by the most prominent domestic electricity suppliers in the UK. J.D. Power and Associates conducts several other annual customer satisfaction studies in the UK that evaluate the performance of the leading providers of Internet, mobile telephone, fixed line telephones, and pay TV services. The J.D. Power and Associates/Navigant Consulting UK Domestic Electricity Supplier Customer Satisfaction Study(SM) will provide the industry with valuable insights about how consumers relate to their retail electricity suppliers. With a total of 4,000 households to be surveyed, energy companies will be able to use the results of this study for benchmarking to drive continuous quality improvement as well as to develop market positioning strategies for customer retention and acquisition. The survey has "charter subscribers" to help ensure that the survey provides the industry with the most complete and actionable set of information possible. J.D. Power & Associates can be accessed through the World Wide Web at http://www.jdpower.com.