Customer satisfaction with utilities continues to decline
Ratings are not all bad
July 12, 2012 | By
Barbara Vergetis Lundin
J.D. Power and Associates has just released the results of its annual Electric Utility Residential Customer Satisfaction Study for 2012. According to the report, customer satisfaction with electric utility companies has declined for the second year in a row. However, in relative terms, the news is not that bad. On a 1,000 point scale, utilities scored an average rating of 625 – down only three points from 628 in 2011. Satisfaction with power quality and reliability is the main culprit with a decline of 13 points since 2011. In real terms, utilities still have some work to do. "Power quality and reliability is an area where electric utility companies do not always have control, as weather events and storms play a major factor in the quality and reliability of the services provided," said Chris Oberle, Senior Director of the Energy and Utility practice at J.D. Power and Associates. "Many large storms have impacted satisfaction across the United States, but Hurricane Irene in August and the Halloween Nor'easter in October significantly impacted satisfaction in the East region, which has declined by 20 points from 2011." There is good news: Satisfaction with pricing has risen by 10 points. The following large and mid-size utilities rank highest in their regions. For the East region, PPL Electric Utilities ranks highest among large utilities followed by PECO, Public Service Electric and Gas (PSE&G) and Central Maine Power. Southern Maryland Electric Cooperative ranks highest mid-size utilities for a fifth consecutive year, followed in a tie by Rochester Gas & Electric, Delmarva Power and Penn Power. MidAmerican Energy ranks highest for a fifth consecutive year in the Midwest among large utilities, with Alliant Energy and We Energies next in line. Omaha Public Power District also ranks highest among midsize utilities also for a fifth consecutive year. Following are Kentucky Utilities and Wisconsin Public Service. In the South region, CPS Energy leads the pack followed by Florida Power and Light (FPL), Alabama Power, Oklahoma Gas and Electric (OG&E) and South Carolina Electric & Gas. NOVEC ranks highest among mid-size utility companies, followed by Jackson EMC and Sawnee EMC. In the West region, Salt River Project (SRP) leads with the highest ranking for large utility companies for the fifth year in a row and will receive an award issued in conjunction with the study for the 11th year in a row. SRP is followed by Sacramento Municipal Utilities District (SMUD) and Portland General Electric (PGE). Clark Public Utilities ranks highest among mid-size utilities for a fifth consecutive year followed by Seattle City Light and Colorado Springs Utilities. For more: Related Articles:
Credit: J.D. Power and Associates © 2012 FierceMarkets. All rights reserved. http://www.fierceenergy.com |