Abstract
This Energy Insights report discusses consumer reaction to rising energy
prices, the impact of higher prices on customer satisfaction, and customer
response to utility companies' efforts to help customers manage their
increasing monthly bills. Consumers are feeling the pain of higher energy
prices. Data from the 2006 Customer Insights Market Survey
(CIMS) indicates that the majority of customers have experienced increases in
their monthly energy bills in the last year and customer satisfaction with the
price of electric service has dropped since 2004.
According to Barb Ryan, senior analyst for Energy Insights, "High utility
prices have captured the public' s attention and this provides an opportunity
for energy utilities. Now, when energy is at the forefront of customers' minds,
utilities should focus on educating their customers about energy use and
introduce innovative rates, billing programs, and energy efficiency programs to
help customers gain more control over their energy bills."
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