LONDON, November 2, 2010 /PRNewswire/ -- Despite growing pressure on UK household budgets, electricity and gas customers are reporting higher satisfaction with their overall experience with utility providers, according to the J.D. Power and Associates 2010 UK Electricity and Gas Supplier Customer Satisfaction Study(SM) released today. In particular, lower reported monthly bill amounts and improved satisfaction with customer service have elevated overall satisfaction.

(Logo: http://photos.prnewswire.com/prnh/20050527/LAF028LOGO-a) (Logo: http://www.newscom.com/cgi-bin/prnh/20050527/LAF028LOGO-a)

Overall satisfaction with electric utility providers has improved to an average of 620 on a 1,000-point scale in 2010, an increase of 30 points from 2009. Satisfaction with gas utilities improves by 34 points from 2009 and averages 647 in 2010.

The study finds that monthly customer-reported bill amounts have decreased in 2010, compared with 2009. Monthly electricity bills in 2010 average 48.85 pounds Sterling-3 percent lower than in 2009. For gas customers, monthly bills in 2009 average 47.58 pounds-a decrease of 5 percent from 2009.

In 2010, satisfaction with customer service has improved notably, particularly among customers who contact their energy supplier about their account. Satisfaction with the call centre experience has improved significantly compared with 2009, with customer-service-related complaints down considerably and increased rates of call resolution.

Increasing penetration of energy monitors in households has helped customers reduce their energy consumption and pay closer attention to their usage. In 2010, 12 percent of households in the UK report having an electricity energy monitor, of which 64 percent indicate that the monitors have helped them reduce their energy usage.

The overall improvement with utility providers in 2010 is encouraging news for the utility industry in the UK, said Gordon Shields, research director at J.D. Power and Associates. The increasing existence of electricity monitors, in particular, has yielded benefits for both suppliers and customers. Through electricity monitors, customers have the ability to more closely manage their usage, which helps reduce bill amounts-both of which can help elevate overall satisfaction. Furthermore, the monitors reinforce the message from suppliers that lowering usage is important, and helps build the perception that utility companies are looking out for customer best interests.

The study, now in its 11th year, examines customer satisfaction with electricity and gas utility suppliers by examining six factors. For electricity suppliers, the factors are price and value; customer service; power quality and reliability; environmental responsibility; billing and payment; and meter reading. For gas suppliers, the factors are price and value; supply quality and reliability; customer service; environmental responsibility; billing and payment; and meter reading.

Electricity Supplier Rankings

Atlantic ranks highest among electricity suppliers with a score of 658, and performs particularly well in the price and value and customer service factors. Scottish Hydro (641) and Southern (640) follow Atlantic in the segment rankings. Scottish Hydro performs particularly well in the power quality and reliability and environmental responsibility factors, while Southern performs well in the customer service and billing and payment factors.

Gas Supplier Rankings

Among gas utility suppliers in the UK, EDF ranks highest with a score of 673 and performs particularly well in environmental responsibility and price and value factors. Following in the rankings are E.ON (667) and Atlantic (666). E.ON performs particularly well in the billing and payment and price and value factors. Atlantic performs well in the price and value and customer service factors.

The study finds that, compared with 2009, fewer utility customers in 2010 indicate they are likely to switch suppliers within the next 12 months. Switching intent among electric customers has declined by 3 percentage points to an average of 26 percent in 2010. The percentage of gas customers who indicate they are likely to switch providers averages 25 percent in 2010-a decrease of 2 percentage points from 2009.

With increasing focus on loyalty incentives in the industry, suppliers have been able to improve the perceived value customers receive from the energy provider, said Shields. Some suppliers have successfully instituted cashback and loyalty points programs as means of promoting value to customers.

The 2010 UK Electricity and Gas Supplier Customer Satisfaction Study is based on 2,835 responses from domestic electricity customers and 2,839 responses from domestic gas customers throughout the UK. The study was fielded in August and September 2010.

Electricity Suppliers --------------------- Customer Satisfaction Index Ranking J.D. Power.com Power Circle Ratings (Based on a 1,000-point scale) For Consumers Atlantic 658 5 Scottish Hydro 641 4 Southern 640 4 E.ON 636 4 EDF 630 4 Swalec 627 4 Industry Average 620 3 npower 613 3 British Gas 601 2 ScottishPower 598 2 Customer Satisfaction Component Weights Electricity Suppliers Price and Value 25% Customer Service 20% Power Quality and Reliability 18% Environmental Responsibility 16% Billing and Payment 12% Meter Reading 9% Gas Suppliers ------------- Customer Satisfaction Index Ranking J.D. Power.com Power Circle Ratings (Based on a 1,000-point scale) For Consumers EDF 673 5 E.ON 667 4 Atlantic 666 4 Scottish Hydro 661 4 Southern 655 4 Swalec 653 4 Industry Average 647 3 British Gas 643 3 ScottishPower 638 3 npower 615 2 Customer Satisfaction Component Weights Gas Suppliers Price and Value 23% Supply Quality and Reliability 19% Environmental Responsibility 18% Customer Service 18% Billing and Payment 12% Meter Reading 10%

About J.D. Power and Associates

The European headquarters of J.D. Power and Associates is located in Munich, Germany. With world headquarters in Westlake Village, California, U.S.A., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. J.D Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

Founded in 1888, The McGraw-Hill Companies is a global information and education company providing knowledge, insights and analysis in the financial, education and business information sectors through leading brands including Standard Poor's, McGraw-Hill Education, Platts, and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2009 were US$5.95 billion. Additional information is available at http://www.mcgraw-hill.com/.

J.D. Power and Associates Media Relations Contacts: Gordon Shields, Guildford, Surrey; UK; +44-1483-207609; gordon.shields@jdpa.com John Tews; Troy, Mich.; USA; +1-248-312-4119; media.relations@jdpa.com

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. http://www.jdpower.com/corporate.

SOURCE: J.D. Power and Associates

CONTACT: Gordon Shields, Guildford, Surrey, UK, +44-1483-207609,gordon.shields@jdpa.com, or John Tews, Troy, Mich., USA, +1-248-312-4119,media.relations@jdpa.com, both of J.D. Power and Associates