Top Marks for Yorkshire Electricity 26/9/2000 According to the inaugural J.D. Power and Associates/Navigant Consulting U.K. Electricity Supplier Domestic Customer Satisfaction 2000 Study, Yorkshire Electricity ranks highest in customer satisfaction amongst the 12 largest electricity suppliers in the UK. This study, jointly designed and independently financed by J.D. Power and Associates and Navigant Consulting, is designed to provide a standardised measure of overall satisfaction among consumers served by the most prominent domestic electricity suppliers in the UK. The study results show that the key determinant of customer satisfaction is the electricity supplier's image. This comprises ratings by customers of 13 attributes, including being considered a leader in the industry, effectively communicating changes to customers and being honest and ethical. Other factors comprising overall customer satisfaction, in order of importance, include: electricity price and value received; power quality and reliability; meter reading services; and billing and payment options. The study also found that one in five customers switched suppliers primarily due to cost considerations. However, 68% of domestic customers were either "extremely" or "very" satisfied with their electricity supplier. When given a choice of electricity supplier, almost a third (31%) of domestic respondents stated they would be very interested in switching suppliers if given a discount of 20% or more. The study found that domestic customers, on average, spend £31.50 a month for electricity. Apart from existing services, products that customers would be most interested in receiving from their domestic electricity suppliers are fixed- line telephony followed by Internet access. "There are other issues besides the underlying customer concerns about electricity prices and reliable service," said Jeff Conklin, of Navigant Consulting. “The variety and number of options to pay and receive bills, along with excellent customer service and constant and effective communication by the supplier go a long way in building a long-term loyal customer.” Yorkshire Electricity's top performance is due to its strong showing in company image, price/value, meter-reading services, and billing and payment options. According to Jim Gaz, Director of Energy Services for J.D. Power and Associates, "Yorkshire Electricity and Northern Electric & Gas, which followed closely in second place, have clearly exceeded the industry average as far as overall customer satisfaction is concerned. The remaining 10 suppliers also perform satisfactorily within a close range around the industry average of 100. The fact that so many companies are near the industry average in itself presents a tremendous opportunity for them to attempt to stand out and improve processes in a few key areas." The 2000 U.K. Electricity Supplier Domestic Customer Satisfaction Study is based on responses from more than 3,750 domestic customers throughout the country, which collectively represent more than 24 million households.