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WTU Retail Energy Overall Score : 2.2 / 5
We aggregate data from multiple sources, including our customer reviews, kilowatt-per-hour rates,
Public Utility Commission of Texas complaint statistics, JD Power & Associates ratings, company
standings with the Better Business Bureau, telephone and online surveys. We also take into account
individual plan types, standard features offered by each electricity provider, account management
features, customer rewards and incentive programs. Additionally, we test customer service wait times,
order cycles, and dozens more data points to provide a comprehensive view of Texas electricity providers.
Community Outreach Score :
Community Outreach looks at a provider's involvement in its community and giving back. This score includes carbon footprint involvements, charity programs for customers, charity involvement, employee engagement programs and volunteering.
Complaint Resolution Score :
Complaint Resolution looks at how a provider responds to customers' concerns and find solutions to their problems. This score is tied to customer service complaint surveys, responsiveness, handle times, linguistic options, and cost to serve.
Innovation Score :
Innovation looks at new products, environmental and industry advancement, and market leadership. This score includes involvement in improving the environment, providing tools for customers to be more efficient and reduce overall cost of energy and consumption (ie: smart thermostats and other home products, usage emails and summaries, solar partnerships, etc)
Market Perception Score :
Market Perception is an average score from other market scores and resources such as the Better Business Bureau, Public Utility Commission of Texas, and other 3rd party surveys.
Plans & Products
Plans & Products Score :
We looked at providers' product mix, types of plans, accessibility and incentives. This score is based on a review of non-traditional products, tiered pricing, green plans, and prepay options. It is also based on accessibility by measuring deposit options, payment amounts, credit requirements, base charges and monthly recurring charges, and finally incentives; gift cards, bill credits and customer rewards.
Rewards Score :
Rewards looks at the type of incentives the provider offers its customers to keep them satisfied and engaged with their energy company. This score includes rewards offered, such as gift cards, bill-credits, free power, renewal products and refer-a-friends programs.