Commercial and Industrial Customers in the US Deregulated Electricity Market

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

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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.

Table of Contents

Research Background and ObjectivesResearch BackgroundResearch ObjectivesMethod DetailsMethod DetailsMethod Details (continued)Executive Summary Conclusions and ImplicationsTop Three Take Away PointsSummary of FindingsSummary of Findings (continued)Summary of Findings (continued)Summary of Findings (continued)Conclusions and ImplicationsConclusions and Implications (continued)Conclusions and Implications (continued)Vertical Market AnalysisVertical Market SummarySmall FranchiseManufacturingEducationData CentersHospitalsEnd-User ProfilePrimary Utility Choice of SupplierContract TypeContract TimeframeNumber of SuppliersMonthly Power Consumption in MWhMonthly Power Consumption in DollarsElectricity Bill Percentage of Total Monthly CostOnsite PowerCustomer PerceptionsPlans to SwitchCustomer Quotes on Why they Plan to Stay with Existing VendorCurrent PerceptionsFinancial Impact if the Power Goes OutSatisfaction Level with Current Electricity SupplierPurchase CriteriaPurchase CriteriaRenewable Power Savings through Energy Efficiency and Savings ProgramsEnergy Service Selection CriteriaDecision Maker for Selecting Energy ServiceSupply Management Energy Efficiency and Energy ManagementFacility Optimization Distributed GenerationDemand ResponseAwareness for IncentivesTop Providers for Energy ServicesLegal DisclaimerAppendixCustomer Quotes on Why They Plan to Stay with Existing VendorCustomer Quotes on Why They Plans to Stay with Existing Vendor (continued)Customer Quotes on Why They Plans to Stay with Existing Vendor (continued)Customer Quotes on Why They Plans to Stay with Existing Vendor (continued)Quotes on Energy Management ServicesQuotes on Outsourcing Energy Management ServiceKeynotesThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition: Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy




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