Survey: Power Costs Lead To Low Satisfaction Grades For CT Utilities

CONNECTICUT — The cost of electricity is being reflected in a customer satisfaction survey by a major ratings agency that places the state's two major utilities well down the ladder on its points system.

In summary, overall residential electric utility satisfaction has plummeted as more customers are experiencing higher monthly bills and feeling worse off financially, according to the J.D. Power 2022 Electric Utility Residential Customer Satisfaction Study that was released Wednesday.

Overall satisfaction is 731 (on a 1,000-point scale), a decrease from 748 in 2021.

"Overall satisfaction is lower primarily because of a big drop in price satisfaction nationally," said John Hazen, managing director of utility intelligence at J.D. Power. "Utilities need to be sensitive to the financial challenges that some customers are experiencing. Increasing communications regarding assistance programs that may be available, along with energy efficiency programs, can increase overall satisfaction by as much as 72 points."

Both Eversource and United Illuminating have been promoting such assistance programs, but were still somewhat hammered in the survey results.

In the the East Region's Large Segment for electric utilities, Eversource scored a rating on 688 on the scale, with 1,000 being perfect. In the Midsize Segment for the East Region, UI's score was 690.

J.D. Power provides consumer insights, advisory services and data and analytics. It is considered a pioneer in the use of "big data," artificial intelligence and algorithmic modeling capabilities geared toward understanding consumer behavior. It has been delivering "incisive industry intelligence on customer interactions" with brands and products for more than 50 years.

UI President and CEO Frank Reynolds Wednesday released the following statement regarding the annual J.D. Power results:

"We understand J.D. Power will announce its annual results (Wednesday), and while the data is informative, United Illuminating, Southern Connecticut Gas, and Connecticut Natural Gas don't need a third-party survey to tell us how our customers are feeling – we speak with them every day and accept their concerns as our own. We are living in challenging times, and it is no surprise, given the historic energy supply cost increases from out-of-state generation companies, that customers are struggling, and those sentiments are reflected in the results across the entire utility industry. That is why UI is coming to the table with urgent and vital relief for customers, including directing $3 million for direct assistance for electricity and heating costs; accelerating a low-income rate to help our customers most in need; and advancing a bill credit from the Millstone contract to help offset these historic energy generation cost increases. UI, SCG, and CNG have been proud members of the Connecticut community for over 100 years, and we are committed to helping our customers manage their bills while making critical investments to build a modern, resilient grid and uphold our exceptional record of safe, reliable service."

Last week Eversource was touting that, for the third time in the last four years, it was recognized by Newsweek magazine as the top utility in its annual list of America's Most Responsible Companies, in recognition of its national leadership in promoting corporate social responsibility, sustainability and corporate citizenship.

Eversource ranked first in the nation among 53 companies in the Energy & Utilities category, and 50th overall on the top-500 list among the approximately 2,000 large public companies assessed. The 2023 ranking represents Eversource’s highest finish in the four years in a row that it has been included in the independent public survey.

Eversource said:

"The JD Power scores reflect customer frustration with unprecedented energy supply costs and we share that frustration. In response, we work every day to connect our customers with assistance and other resources to help support them in this challenging economic landscape. Unfortunately, energy costs across New England are continuing to rise due to the high cost of natural gas and its increased demand, world events, extreme weather and other issues. While we have no control over the cost of energy, we’re committed to helping our customers through these difficult times by identifying ways to reduce their energy usage and connect them with programs and assistance available. We always encourage anyone having difficulty paying their energy bills or wanting to learn more about what help is available to go to Eversource.com/Billhelp or call us at 800-286-2828."