J.D. Power and Associates Reports: Central Maine Power, Omaha Public Power District, Portland General Electric and Progress Energy Carolinas Each Rank Highest in Satisfying Electric Utility Business Customers in Their Respective Regions

WESTLAKE VILLAGE, Calif., Feb. 5 /PRNewswire/ — In satisfying electric utility business customers, Central Maine Power, Omaha Public Power District, Portland General Electric and Progress Energy Carolinas each rank highest in their respective regions, according to the J.D. Power and Associates 2009 Electric Utility Business Customer Satisfaction Study(SM) released today.

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The study is based on interviews with representatives of more than 15,400 U.S. businesses that spend between $500 and $50,000 monthly on electricity. Ninety utility brands — serving a total of more than 33,000 business customers — are included in the study. Overall customer satisfaction is measured by examining six factors: power quality and reliability; billing and payment; corporate citizenship; price; communications; and customer service.

“In each region, the highest-ranked brand is a first-time J.D. Power and Associates award recipient for this study,” said Alan Destribats, vice president of the energy utility practice at J.D. Power and Associates. “The emergence of these brands is particularly impressive, considering the current state of the economy. Businesses are evaluating the value of the services they pay for with an increasingly critical eye, and these brands still manage to make strong showings, despite this close scrutiny.”

East Region

Central Maine Power is the highest-ranking electric utility in the East Region with an overall customer satisfaction index score of 673. Other strong performers in the region are Rochester Gas & Electric, Appalachian Power and Public Service of New Hampshire.

Midwest Region

Omaha Public Power District ranks highest in the Midwest Region with an overall score of 701. Other utilities in the region with strong performances include Kentucky Utilities, Wisconsin Public Service and We Energies.

South Region

Progress Energy Carolinas ranks highest in the South Region with an overall customer satisfaction index score of 678. Other utilities with strong performances in the South Region include Gulf Power, Entergy Mississippi, Alabama Power and Duke Energy-Carolinas.

West Region

Portland General Electric ranks highest in the West Region, achieving a score of 669. Other utilities performing particularly well in the region include Salt River Project, Pacific Power and Avista.

The study finds that 47 percent of business customers recall advertisements or other communications from their utility company in 2009 — up from 40 percent in 2008. Among customers who recall receiving a communication from their utility, overall satisfaction is 75 points higher, on average, compared with satisfaction among customers who have no recollection of one. However, customers recall receiving fewer communications in 2009 — an average of 6.2, compared with 7.7 in 2008.

“Many utility companies realize that proactively communicating with customers — particularly regarding topics such as power supply availability, energy efficiency rebates and product and service offers — has a considerable positive impact on overall satisfaction,” said Destribats. “However, it is also important for utility brands to note that the frequency of these communications matters as well. It isn’t enough to reach out only a handful of times to your customers. Satisfaction peaks when customers recall receiving between six to nine communications from their utility company per year.”

The study results include the following key findings:

• Overall satisfaction is considerably higher — by at least 100 points, on average — among business customers who are aware of their utility’s corporate citizenship efforts, compared with customers who report no awareness.
• Business customers who select optional rate pricing plans (such as green power, time-of-use, interruptible and real-time rates) are notably more satisfied than customers with general service rate plans. Among customers with optional rate plans, those with green rates are the most satisfied.
• Utility Web sites are a particularly satisfying source of information and service. Among those customers who experienced a power outage, satisfaction levels are higher when power outage information is obtained through the utility’s Web site rather than through other channels. In addition, satisfaction is higher among customers who pay their electricity bill on their utility’s Web site, compared with customers who pay through the mail, phone, in person or via other electronic methods.

The 2009 Electric Utility Business Customer Satisfaction Study is based on responses from 15,434 online interviews among business customers of the 90 largest utility brands across the United States. The study was fielded from April to June 2008 and September to December 2008. For more information on electric utility ratings, please visit JDPower.com.

    Customer Satisfaction Index Scores
    (Based on a 1,000-point scale)

    East Region
    Central Maine Power                   673
    Rochester Gas & Electric              650
    Appalachian Power                     642
    Public Service of New Hampshire       629
    Penelec                               623
    PPL Electric Utilities                621
    NSTAR Electric                        610
    Allegheny Power                       608
    Public Service Electric and Gas       605
    Atlantic City Electric                604
    Delmarva Power                        603
    Met-Ed                                602
    East Region Average                   599
    Long Island Power Authority           596
    Con Edison Company of New York        594
    Central Hudson Gas & Electric         593
    PECO Energy                           589
    Connecticut Light and Power           587
    Duquesne Light                        583
    Baltimore Gas and Electric            581
    Jersey Central Power & Light          579
    Pepco                                 577
    New York State Electric & Gas         574
    National Grid                         568

    Midwest Region
    Omaha Public Power District           701
    Kentucky Utilities                    662
    Wisconsin Public Service              660
    We Energies                           658
    MidAmerican Energy                    649
    Alliant Energy                        644
    Westar Energy                         637
    Xcel Energy-Midwest                   633
    Kansas City Power & Light             632
    The Illuminating Company              617
    Duke Energy-Midwest                   616
    Louisville Gas and Electric           613
    Ohio Edison                           612
    AEP Ohio                              611
    Midwest Region Average                610
    Indianapolis Power & Light            607
    AmerenUE                              596
    Consumers Energy                      588
    NIPSCO                                587
    Detroit Edison                        584
    Ameren Illinois Utilities             577
    ComEd                                 577
    Toledo Edison                         561
    Dayton Power & Light                  560

    South Region
    Progress Energy Carolinas             678
    Gulf Power                            672
    Entergy Mississippi                   671
    Alabama Power                         667
    Duke Energy-Carolinas                 667
    Georgia Power                         653
    South Carolina Electric & Gas         651
    Progress Energy Florida               650
    CPS Energy                            641
    Orlando Utilities Commission          639
    Austin Energy                         637
    Entergy Arkansas                      637
    South Region Average                  636
    Oklahoma Gas and Electric             635
    Dominion Virginia Power               628
    Tampa Electric                        612
    Public Service Co. of Oklahoma        611
    Nashville Electric                    607
    Florida Power & Light                 602
    JEA                                   596
    Entergy Texas                         584
    Entergy Louisiana                     583
    Memphis Light, Gas & Water            532

    West Region
    Portland General Electric             669
    Salt River Project                    668
    Pacific Power                         658
    Avista                                650
    Idaho Power                           647
    Sacramento Municipal Utility District 646
    Southern California Edison            639
    APS                                   634
    Seattle City Light                    633
    Tucson Electric Power                 631
    West Region Average                   623
    Puget Sound Energy                    614
    Rocky Mountain Power                  612
    NV Energy                             610
    Public Service Co. of New Mexico      610
    L.A. Dept. of Water and Power         609
    Pacific Gas and Electric              609
    San Diego Gas & Electric              607
    Xcel Energy-West                      597
    NorthWestern Energy                   585

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor’s, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2008 were $6.4 billion. Additional information is available at http://www.mcgraw-hill.com.

Media Relations Contacts:

Jeff Perlman; Brandware Public Relations: Agoura Hills, Calif.; (818) 317-3070; jperlman@brandwaregroup.com

John Tews; J.D. Power and Associates; Troy, Mich.; (248) 312-4119; media.relations@jdpa.com

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com

Available Topic Expert(s): For information on the listed expert(s), click appropriate link.

Al Destribats

https://profnet.prnewswire.com/Subscriber/ExpertProfile.aspx?ei=58117

SOURCE J.D. Power and Associates