FPL’s customer care centers earn Center of Excellence certification from Purdue University

JUNO BEACH, Fla., Oct. 10, 2003 — Florida Power & Light Co. has announced that its customer care center operations have been certified as a Center of Excellence by BenchmarkPortal and the Center for Customer Driven Quality at Purdue University.

The certification was awarded to FPL’s customer care centers after a rigorous two-day examination during which BenchmarkPortal and Center for Customer-Driven Quality experts evaluated the call centers based on objective, quantitative data. This data included customer satisfaction scores from surveys, the number of calls handled per representative and the average speed of answering calls.

“It is especially meaningful to be able to celebrate this year’s national Customer Service Week knowing we have achieved this lofty goal,” said Bill Hamilton, vice president of customer service for FPL. “And, we thank our frontline representatives for the important work they do all year.”

Customer Service Week, October 6-10, 2003 is a national event devoted to recognizing the importance of customer service and honors the people on the front lines of the customer service industry. “In recognition of the nationally-celebrated Customer Service Week we will focus on raising awareness of the important role customer service plays in FPL’s success,” Hamilton said.

Dr. Jon Anton, Director of Benchmarking Research for Purdue University’s Center for Customer Driven Quality said, “We certified FPL’s customer care operations as a Center of Excellence after evaluating the company’s effectiveness and efficiency in interacting with their customers. We applaud their commitment to superior customer service.” Bruce Belfiore, BenchmarkPortal CEO, added, “Throughout the certification process FPL has demonstrated its desire to be best-in-class both in service and in optimizing resource utilization. This commitment and its results are reflected in this award.”

FPL’s more than 600 front-line customer care center employees serve the company’s 4 million electric customers and more than 8 million people in a diverse service territory that spans approximately half the state of Florida. FPL operates two call centers located in Miami and West Palm Beach. Call center representatives handle about 8 million telephone calls each year.

Founded in 1989, Purdue’s Center for Customer-Driven Quality is dedicated to helping business partners achieve the highest standards for customer service whether for sales and product distribution or for supporting customer service and loyalty.

BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. It provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement. It also provides call center personnel training and is a major publisher of leading books and research in the customer contact arena. For further information visit http://www.BenchmarkPortal.com or contact MichaelFeinberg@BenchmarkPortal.com (by phone at (805) 614-0123 x51).

Florida Power & Light Company is the principal subsidiary of FPL Group, Inc. With annual revenues of more than $8 billion and a growing presence in 24 states, FPL Group is widely recognized as one of the country’s premier power companies. Florida Power & Light Company serves more than 4 million customer accounts in Florida. FPL Energy, Inc., FPL Group’s energy-generating subsidiary, produces electricity from clean and renewable fuels. Additional information is available on the Internet at http://www.FPL.com, http://www.FPLGroup.com and http://www.FPLEnergy.com.


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The Clarion Energy Content Team is made up of editors from various publications, including POWERGRID International, Power Engineering, Renewable Energy World, Hydro Review, Smart Energy International, and Power Engineering International. Contact the content lead for this publication at Jennifer.Runyon@ClarionEvents.com.

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