A survey of customers of Canada's largest electrical utilities indicates customer satisfaction is strongly influenced by the service received on a day-to-day basis, and during crises such as power outages.

The survey of 5,026 customers of the 14 biggest utilities released Tuesday by J.D. Power and Associates shows consistently lower prices play a role in how much customers like their local power companies — with large, hydro-based utilities such as Hydro-Quebec winning top ratings.

However, the study also finds that providing good service and better information to customers can help offset their frustration over rising prices.

Nova Scotia Power, a subsidiary of Emera Corp., New Brunswick Power and Hydro One in Ontario were the lowest rated utilities in their categories, in part due to poor customer satisfaction with service, said study author Alan Destribats, a vice president at the California-based consumer survey company.

J.D. Power says the survey's ratings — the first in what's expected to be an annual look at Canadian utilities — employ a 1,000 point scale, and are considered accurate to within plus or minus 20 points, or two per cent, nine times out of 10. It was carried out in June of this year.

Destribats said Hydro One in Ontario, with a rating of 527 points on the 1,000 point scale, could improve its billing and payment systems, as well as its customer service.

Nova Scotia Power, which scored 517 points, has "opportunities to improve in their price, their corporate citizenship and their communications [with the public]," he said.

Margaret Murphy, a spokeswoman for Nova Scotia Power, said the company is aware of the survey, and is already making efforts to improve in areas such as communicating with customers during storms.

"We've made improvements with regard to timely information, but not everybody would note those improvements unless they've had a recent interaction with it," she said.

New Brunswick Power, a Crown-owned utility, had the lowest overall score in the country, with 510 points.

"Here again, it scores low in price and value, corporate citizenship and communications," Destribats said. He added that providing information during storms is important in helping a company maintain its ratings in a period when prices are rising steadily.

Hydro-Quebec tops large utilities rankings

Hydro-Quebec ranks highest among large utilities (621 points); Manitoba Hydro ranks highest among medium-large utilities (625 points), and Newfoundland Power ranks highest among medium-size utilities (510 points) in satisfying residential electric utility customers in Canada.

Large companies include those who serve 650,000 residential customers or more, medium-large companies serve between 400,000 and 650,000 customers, and medium customers serve 200,000 to 400,000 customers.

The study found the average reported bill for electric service is $155 per month. Winter and spring bills are reported to be $41 higher on average than summer and fall bills.

J.D. Power and Associates, better known for its consumer surveys of automobiles, is headquartered in Westlake Village, Calif.