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December 5, 2013

Bryan Texas Utilities receives above average customer satisfaction rating in JD Power study

Bryan Texas Utilities (BTU) received another above average customer satisfaction rating from JD Power’s 2013 Electric Utility Residential Customer Satisfaction Study.


Click here to see results of the JD Power Study

The study, now in its 15th year, measures customer satisfaction with electric utility companies by examining six factors: power quality and reliability; price; billing and payment; corporate citizenship; communications; and customer service. JD Power’s received 190 responses to the 2013 survey from BTU customers.

Overall satisfaction among residential customers of electric utilities has seen the largest increase ever in 2013: up 14 points to 639, on a 1000-point scale. Communications satisfaction increased for a third consecutive year, while satisfaction scores in price and customer service are the highest they have been in the past four years. While performance in all factors improved in 2013, billing and payment satisfaction were the most notable increases.

According to the survey, customer satisfaction increases when utilities proactively communicate outage information regularly and clearly via the channels customers prefer, including utility-initiated phone calls, emails, text messages and social media sites.

“This year, BTU has improved communications by designing a new, mobile-responsive website and live-tweeting outage information,” said Gary Miller, BTU General Manager.

“There is also greater flexibility for customer payments, including five payment kiosks in the service area, online bill payment options and a redesigned drive-through.”

Visit their website for more information on JD Power.

Posted in: Press Releases