BTU Gets Above Average Customer Satisfaction Rating

By: Michael Oder Email
By: Michael Oder Email

BRYAN Bryan Texas Utilities scores high in the 2013 edition of JD Power's Electric Utility Residential Customer Satisfaction Study.

Out of 1,000 points, BTU scored 639 for overall satisfaction among residential customers. That's a 14 point increase over last year. According to a press release from the utility provider, JD Power received 190 responses from customers during the 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.

2013 marks the third year that communications satisfaction from BTU has increased. The release also states that the study showed that satisfaction scores in price and customer service are the highest they have been in the past four years. The most notable performance was in the billing and payment satisfaction.

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."

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