March 22, 2007

J.D. Power and Associates Reports: Satisfaction of Business Customers With Electric Utilities Reaches All-Time High

WESTLAKE VILLAGE, Calif., March 22 /PRNewswire/ -- Improving for a third consecutive year, business customer satisfaction with electric utility provider has reached historically high levels, according to the J.D. Power and Associates 2007 Electric Utility Business Customer Satisfaction Study(SM) released today. The study's nationwide customer satisfaction index has increased considerably -- from 667 points on a 1,000-point scale in 2006 to 690 in 2007.


"Utilities are doing a great job in offering price and customer service options, both of which improve customer satisfaction," said Alan Destribats, vice president of the energy utility practice at J.D. Power and Associates. "In addition, utilities are now focused on talking directly to their business customers via proactive telephone contacts and on-site visits. Business customers have responded positively to this attention."

The study is based on interviews with representatives of more than 12,900 U.S. businesses that spend between $500 and $50,000 monthly on electricity. Overall customer satisfaction is measured through six factors: power quality and reliability, customer service, company image, billing and payment, price, and communications.

Businesses served by the largest 55 electric utilities in the United States rate their experiences better across all components in 2007, with price and communications attributes registering the largest increases.

East Region

PPL Electric Utilities is the highest-ranking electric utility in the East Region with an overall CSI of 728 points -- up 37 points from the 2006 study. PPL has ranked highest in the region in six of the past eight years. Other strong performers are Allegheny Power, Energy East, First Energy and Northeast Utilities.

   Customer Satisfaction Index Scores(i)   (Based on a 1,000-point scale)   East Region    PPL Electric Utilities                  728   Allegheny Power                         706   Energy East                             704   FirstEnergy-East                        704   Northeast Utilities                     703   Public Service Electric and Gas         700   Pepco Holdings                          697   Duquesne Light                          695   National Grid                           689   East Region Average                     689   Exelon-PECO                             685   Baltimore Gas and Electric              671   NSTAR Electric                          664   Con Edison                              663   Long Island Power Authority             657    Midwest Region  

E.ON U.S. and MidAmerican Energy rank highest in a tie in the Midwest Region, each with an overall CSI of 727 points. E.ON U.S. (formerly LG&E Energy) ranks highest in the study for a fourth year, having previously ranked highest in the region in the 2000-2003 studies. MidAmerican Energy ranks highest for a third year, following regional awards in 2004 and 2005. Other utilities in the Midwest Region with strong performances include Kansas City Power & Light and FirstEnergy.

   E.ON U.S.                               727   MidAmerican Energy                      727   Kansas City Power & Light               725   FirstEnergy-Midwest                     713   Xcel Energy-Midwest                     696   NiSource                                695   Westar Energy                           695   Aquila                                  694   We Energies                             694   AEP-Midwest                             691   Alliant Energy                          685   Duke Energy - Midwest                   685   Midwest Region Average                  670   Exelon-ComEd                            652   Ameren - Missouri                       639   Ameren - Illinois                       638   Consumers Energy                        586   Detroit Edison                          567    South Region  

South Carolina Electric & Gas improves 43 points in the South Region to rank highest at 729 points. Other utilities with strong performances include Duke Energy, Progress Energy and Southern Company.

   South Carolina Electric & Gas           729   Duke Energy - South                     723   Progress Energy                         713   Southern Company                        712   CPS Energy                              708   Oklahoma Gas and Electric               706   Tampa Electric                          698   AEP-South                               694   South Region Average                    693   Entergy                                 692   Dominion Virginia Power                 681   Florida Power & Light                   675   Reliant Energy                          650   TXU Energy                              647    West Region  

Sacramento Municipal Utility District ranks highest in the West Region with an overall CSI of 762 -- the highest score in the 2007 study. Other utilities performing particularly well include Pacific Gas & Electric -- which is the most-improved utility in the 2007 study -- Arizona Public Service and Salt River Project.

   Sacramento Municipal Utility District   762   Pacific Gas and Electric                750   Arizona Public Service                  715   Salt River Project                      713   West Region Average                     707   Portland General Electric               702   L.A. Dept. of Water and Power           695   Southern California Edison              694   San Diego Gas & Electric                693   PacifiCorp                              688   Sierra Pacific Resources                673   Puget Sound Energy                      669   Xcel Energy-West                        661    About J.D. Power and Associates  

Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered 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. 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 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 2006 were $6.3 billion. Additional information is available at

   J.D. Power and Associates Media Relations Contacts:   John Tews                                    Jeff Perlman   Troy, Mich.                                  Westlake Village, Calif.   (248) 312-4119                               (805) 418-8976   [email protected]                           [email protected]   

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.

   (i) Charts and graphs extracted from this press release must be       accompanied by a statement identifying J.D. Power and Associates as       the publisher and the J.D. Power and Associates 2007 Electric Utility       Business Customer Satisfaction Study(SM) as the source.  Rankings are       based on numerical scores, and not necessarily on statistical       significance.  No advertising or other promotional use can be made of       the information in this release or J.D. Power and Associates survey       results without the express prior written consent of J.D. Power and       Associates.  

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

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J.D. Power and Associates

CONTACT: John Tews, Troy, Mich., +1-248-312-4119, [email protected], orJeff Perlman, Westlake Village, Calif., +1-805-418-8976,[email protected], both of J.D. Power and Associates

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