City honors LADWP for J.D. Power and Associates customer satisfaction award


LOS ANGELES, June 11, 2003 — In honor of the Los Angeles Department of Water and Power (LADWP) receiving a coveted J.D. Power and Associates award for customer satisfaction, Mayor Jim Hahn and city officials saluted LADWP employees for serving the City of Los Angeles with distinction.

This marks the second consecutive year that LADWP has received the J.D. Power and Associates Award for Mid Size Business Customer Satisfaction in the Western U.S. According to the world-famous customer satisfaction firm, LADWP ranked highest in several key areas, including: Power Quality and Reliability; Price and Value; Company Image; Billing and Payment; and Customer Service.

The event served as an opportunity for Mayor Hahn, city officials and business leaders to recognize LADWP’s employees for their dedication to improving customer service for the Department’s valued business customers.

“I would like to congratulate the men and women of LADWP who work day and night to ensure Los Angeles receives the highest quality service,” said Mayor Hahn. “What an exceptional performance. The City of Los Angeles continues to work toward improving services to businesses, and receiving this award for the second consecutive year shows that we are making great progress. LADWP’s low rates, reliable performance, and commitment to excellent customer service are one of Los Angeles’s greatest assets.”

The J.D. Power and Associates 2003 Electric Utility Midsize Business Customer Satisfaction Study reflects the opinions of more than 6,900 midsize businesses concerning the largest 43 electric utilities in the United States. The study’s Western Region includes 10 electric utilities from the states of Arizona, California, Colorado, Nevada, New Mexico, Oregon, Utah, Washington, and parts of Idaho.

“As a former LADWP employee, I have seen first-hand how hard these dedicated employees work everyday, bringing reliable power and high-quality water to the residents and businesses of Los Angeles,” said Los Angeles City Councilmember Tom LaBonge. “I salute each and every one of the more than 7,500 LADWP employees who are responsible for this important achievement.”

“Since the birth of the LADWP more than 100 years ago, the Department has been committed to delivering the highest levels of customer service,” said LADWP General Manager David Wiggs. “We are thrilled that, for the second year in a row, the study ranked LADWP highest in Mid Size Business Customer Satisfaction in the entire Western United States.”

“Rather than getting complacent when we received this top honor in 2002, we worked even harder during the course of the last 12 months to respond to our customers’ needs by launching several new initiatives. This is a testament to our employees’ continued hard work and dedication,” said Wiggs. “I congratulate them all for a job well done.”

Wiggs cited the Department’s power quality unit, cable and pole replacement program, and award-winning tree-trimming program, as well as its continued stable rates among the initiatives that helped LADWP maintain high customer satisfaction.

“LADWP sets a benchmark in company image; price and value; and power quality and reliability,” said J.D. Power and Associates Chairman and CEO J.D. Power III. “These accomplishments are a tribute to the more than 7,500 LADWP employees that demonstrate their commitment to meeting and exceeding customer needs, under the strong leadership of Mayor Hahn and David Wiggs.”

“What brings me the most pride is that this study reflects the opinions of our customers, the residents and businesses of the City of Los Angeles,” said Wiggs.

During the awards ceremony Wiggs announced the Department has instituted a new branding campaign that echoes LADWP’s commitment to customer service.

“Simply stated, our new tagline is ‘We’re Working for LA.’ This slogan sums up in just a few words the unique strength of LADWP’s culture, which has been nourished by the Department’s employees and management for more than 100 years.”

Addressing LADWP employees who attended the ceremony, Mayor Hahn continued, “The LADWP is driven by your tradition of public service and passion for ensuring the basic, essential services are provided to the people of Los Angeles. On behalf of this great city, I again want to thank you all for a job well done.”

The J.D. Power and Associates study defines midsize business customers as “businesses that spend an average of $1,500 to $25,000 per month for electric service.”

The Los Angeles Department of Water and Power serves more than 3.8 million people in Los Angeles and was established more than 100 years ago to provide water and electric needs to the city’s businesses and residents. To learn more about the LADWP, log on to www.ladwp.com.


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