J.D. Power and Associates Reports: Despite Tough Economic Times, Residential Customer Satisfaction With Electric Utilities Increases
Posted on: Thursday, 16 July 2009, 08:00 CDT
WESTLAKE VILLAGE, Calif., July 16 /PRNewswire/ -- Residential customers of electric utility companies report lower bills and improved handling of power outages, resulting in an increase in overall satisfaction from 2008, according to the J.D. Power and Associates 2009 Electric Utility Residential Customer Satisfaction Study(SM) released today.
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The study measures customer satisfaction with electric utility companies by examining six key factors: power quality and reliability; price; billing and payment; corporate citizenship; communications; and customer service.
The study finds that customer satisfaction with utility companies in 2009 averages 618 on a 1,000-point scale--up from 614 in 2008. Driving this improvement are customer reports of lower bill amounts ($130 in 2009 from $132 in 2008, on average) and fewer power outages (an average of 1.9 in 2009 vs. 2.1 in 2008)(1).
In addition, electric utility companies have improved notably from 2008 in three key aspects of power outage communications: availability of information; accuracy of outage restoration estimates; and follow-up contacts.
"Even in a challenging economic climate, electric utility companies have improved power reliability and enhanced communications with their customers, especially when outages occur," said Alan Destribats, vice president of the energy and utility practice at J.D. Power and Associates. "This investment in communication technologies and processes is key to the industry's overall improvement."
The study also finds that satisfaction with utility companies' corporate citizenship improves considerably--by 130 points or more--when customers are aware of their utility company's community involvement and outreach efforts.
Average Corporate Citizenship Index Scores According to Customer Awareness (based on a 1,000-point scale)
Community involvement Customer is not Customer is Difference efforts undertaken by aware of aware of electric utility utility's utility's companies activities in activities in this area this area --------------------- --------------- ------------- ---------- Donations or sponsorships 531 679 +148 ------------------------- --- --- ---- New energy conservation programs 523 662 +139 ----------------------- --- --- ---- Improving impact on environment 514 658 +144 ------------------- --- --- ----The study ranks large and midsize utility companies in four geographic regions: East, Midwest, South and West. Companies in the midsize utility segments serve between 125,000 and 499,999 residential customers, while companies in the large utility segment serve 500,000 or more residential customers.
East Region
Among large utilities in the East region, Central Maine Power ranks highest for a second consecutive year. Following in the segment rankings are PPL Electric Utilities, and Penelec, respectively.
In the East Region midsize utility segment, Southern Maryland Electric Cooperative ranks highest for a second consecutive year, followed by Central Vermont Public Service and Rochester Gas & Electric, respectively.
Midwest Region
MidAmerican Energy leads among large utility companies in the Midwest region for a second consecutive year. Kansas City Power & Light follows MidAmerican Energy, while We Energies ranks third in the segment.
Omaha Public Power District ranks highest among midsize utility companies in the Midwest region for a second consecutive year. Kentucky Utilities follows Omaha Public Power District in the segment, while Indianapolis Power and Light follows Kentucky Utilities to rank third.
South Region
CPS Energy ranks highest among large utility companies in the South region. Following CPS Energy in the rankings are Duke Energy--Carolinas and Progress Energy Carolinas, respectively.
Santee Cooper ranks highest among midsize utility companies in the South region, followed by Jackson EMC and NOVEC, respectively.
West Region
Salt River Project ranks highest in the West region large utility segment for a third consecutive year, followed by Sacramento Municipal Utility District. Portland General Electric ranks third in the segment.
Clark Public Utilities ranks highest among midsize utility companies in the West region for a second consecutive year, followed by Intermountain Rural Electric Association and Colorado Springs Utilities, respectively.
The 2009 Electric Utility Residential Customer Satisfaction Study is based on responses from more than 79,500 online interviews conducted from July 2008 through May 2009 among residential customers of the 121 largest electric utility brands across the United States, which collectively represent more than 92 million households.
(1) Although the 2009 study was fielded from July 2008 to May 2009, these figures represent data from April and May 2009, to allow for direct comparison with the 2008 study.
Customer Satisfaction Index Ranking (Based on a 1,000-point scale) East Region: Large Segment Central Maine Power 649 PPL Electric Utilities 641 Penelec 618 Pepco 617 Allegheny Power 608 Public Service Electric and Gas 608 PECO Energy 604 NSTAR 597 East Large Segment Average 593 New York State Electric & Gas 589 Appalachian Power 587 Con Edison Company of New York 586 Jersey Central Power & Light 581 Duquesne Light 576 National Grid 575 Baltimore Gas and Electric 574 Connecticut Light & Power 571 Long Island Power Authority 552 East Region: Midsize Segment Southern Maryland Electric Cooperative 643 Central Vermont Public Service 618 Rochester Gas & Electric 613 Met-Ed 605 Public Service of New Hampshire 604 Penn Power 598 East Midsize Segment Average 593 Western Massachusetts Electric 592 Atlantic City Electric 588 United Illuminating 587 Orange & Rockland 579 Central Hudson Gas & Electric 565 Delmarva Power 564 Midwest Region: Large Segment (Based on a 1,000-point scale) MidAmerican Energy 663 Kansas City Power & Light 646 We Energies 645 Xcel Energy-Midwest 642 Alliant Energy 634 Westar Energy 620 Indiana Michigan Power 615 Detroit Edison 614 Duke Energy-Midwest 609 Midwest Large Segment Average 609 AEP Ohio 605 AmerenUE 604 The Illuminating Company 603 Consumers Energy 598 Ohio Edison 594 ComEd 583 Ameren Illinois Utilities 562 Midwest Region: Midsize Segment (Based on a 1,000-point scale) Omaha Public Power District 693 Kentucky Utilities 660 Indianapolis Power & Light 645 Louisville Gas & Electric 635 Wisconsin Public Service 623 Midwest Midsize Segment Average 612 Kentucky Power 597 Vectren 591 Toledo Edison 581 Dayton Power & Light 571 Empire District Electric 562 NIPSCO 534 South Region: Large Segment CPS Energy 665 Duke Energy-Carolinas 658 Progress Energy Carolinas 657 Alabama Power 654 Georgia Power 654 Oklahoma Gas and Electric 649 South Large Segment Average 635 Florida Power & Light 632 South Carolina Electric & Gas 623 Dominion Virginia Power 619 Progress Energy Florida 619 Tampa Electric 615 Entergy Arkansas 603 Entergy Louisiana 576 South Region: Midsize Segment Santee Cooper 706 Jackson EMC 705 NOVEC 690 SECO Energy 680 Clay Electric Cooperative 669 Sawnee EMC 664 Gulf Power 661 Orlando Utilities Commission 651 Lee County Electric Cooperative 645 Cobb EMC 638 Middle Tennessee EMC 637 Withlacoochee River Electric Cooperative 635 Mississippi Power 632 Pedernales Electric 631 Southwestern Electric Power 630 Austin Energy 629 Huntsville Utilities 625 South Midsize Segment Average 624 Knoxville Utilities Board 613 Xcel Energy-South 613 EPB 610 Cleco Power 608 JEA 600 Nashville Electric Service 599 Entergy Texas 597 Public Service Co. of Oklahoma 592 Entergy Mississippi 588 Memphis Light, Gas & Water 563 West Region: Large Segment Salt River Project 696 Sacramento Municipal Utility District 689 Portland General Electric 662 Southern California Edison 652 APS 645 West Large Segment Average 638 Pacific Gas and Electric 636 San Diego Gas & Electric 635 Pacific Power 634 Rocky Mountain Power 626 Xcel Energy-West 615 Puget Sound Energy 614 L. A. Dept. of Water & Power 610 NV Energy 599 West Region: Midsize Segment Clark Public Utilities 697 Intermountain Rural Electric Assoc. 686 Colorado Springs Utilities 676 Idaho Power 653 Tacoma Power 651 Seattle City Light 646 West Midsize Segment Average 640 Snohomish County PUD 639 Tucson Electric Power 636 Public Service Co. of New Mexico 628 El Paso Electric 625 Avista 623 NorthWestern Energy 601About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company'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; Malibu, Calif.; (818) 317-3070; jperlman@brandwaregroup.com
Syvetril Perryman; J.D. Power and Associates; Westlake Village, Calif.; (805) 418-8103; 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/corporate
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
Source: PR Newswire
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