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An in-depth look at Customer Choice for Energy Service and Electricity Consumption Patterns

Of the 24 states in the U.S. having deregulated markets for energy, 14 are fully deregulated in both electricity and gas with liberty to purchase from the best-price bidder while continuing to get electricity delivered using the distribution lines of the local utility. Between October and November 2013 Frost & Sullivan conducted a customer survey of 250 commercial & industrial medium and large companies to determine customer perception and purchase criteria for electricity and energy service management.Evaluating 6 of the 14 fully deregulated states, mainly, Illinois, Ohio, Pennsylvania, New Jersey, Maryland, and Connecticut found respondents of manufacturing, data centers, hospitals, small franchisees, and education end user profiles spelling out customer requirements to suppliers of choice in a market dictated by low customer loyalty, high price competition, and low market entry barriers. While these conditions were revealing of fractioned market, it demonstrates why price cuts cannot be the only method for customer retention and loyalty in the C&I market for electricity, and that customer apathy on the subject of electricity might just be explained by their ignorance of the difference between a Distribution Utility and a Competitive Retailer when choosing a supplier and not by generalising it a phenomenon observable in different ways throughout the market.

Research Background

-There are approximately states in the United States that have deregulated electricity markets with of these states with full deregulated electricity and gas markets.
-This analysis evaluates of the states that are fully deregulated, including Illinois, Ohio, Pennsylvania, New Jersey, and Connecticut.
-In these deregulated states customers have the liberty to procure electricity from the best bidder but still receive electricity delivery over the power lines of the local utilities.
-Between October and November 2013 Frost & Sullivan conducted a customer survey of commercial & industrial medium and large companies to determine customer perception and purchase criteria for electricity and energy service management.
-The results showed price competition can not be the sole method for customer retention and loyalty.

Table Of Contents

Commercial and Industrial Customers in the US Deregulated Electricity Market
1. RESEARCH BACKGROUND AND OBJECTIVES

Research Background
Research Objectives

2. METHOD DETAILS

Method Details

3. EXECUTIVE SUMMARY CONCLUSIONS AND IMPLICATIONS

Executive Summary Conclusions and Implications
Top Three Take Away Points
Summary of Findings
Conclusions and Implications

4. VERTICAL MARKET ANALYSIS

Vertical Market Analysis
Vertical Market Summary
Small Franchise
Manufacturing
Education
Data Centers
Hospitals

5. END-USER PROFILE

End-User Profile
Primary Utility
Choice of Supplier
Contract Type
Contract Timeframe
Number of Suppliers
Monthly Power Consumption in MWh
Monthly Power Consumption in Dollars
Electricity Bill
Percentage of Total Monthly Cost
Onsite Power

6. CUSTOMER PERCEPTIONS

Customer Perceptions
Plans to Switch
Customer Quotes on Why they Plan to Stay with Existing Vendor
Current Perceptions
Financial Impact if the Power Goes Out
Satisfaction Level with Current Electricity Supplier

7. PURCHASE CRITERIA

Purchase Criteria
Renewable Power
Savings through Energy Efficiency and Savings Programs

8. ENERGY SERVICE SELECTION CRITERIA

Energy Service Selection Criteria
Decision Maker for Selecting Energy Service
Supply Management
Energy Efficiency and Energy Management
Facility Optimization
Distributed Generation
Demand Response
Awareness for Incentives
Top Providers for Energy Services
Legal Disclaimer

9. APPENDIX

Appendix
Customer Quotes on Why They Plan to Stay with Existing Vendor
Quotes on Energy Management Services
Quotes on Outsourcing Energy Management Service
Keynotes

10. THE FROST and SULLIVAN STORY

The Frost and Sullivan Story
Value Proposition: Future of Your Company and Career
Global Perspective
Industry Convergence
360º Research Perspective
Implementation Excellence
Our Blue Ocean Strategy

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