Report: Residential customers’ satisfaction with electric utilities rising

Westlake Village, Calif., July 16, 2009 — 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.

The study measures customer satisfaction with electric utility companies by examining power quality and reliability, price, billing and payment, corporate citizenship, communications, and customer service.

The study finds that customer satisfaction with utility companies this year averages 618 on a 1,000-point scale — up from 614 last year. Driving this improvement are customer reports of lower bill amounts and fewer power outages.

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.

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.

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.

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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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