Economic woes aid decline in utility satisfaction

Westlake Village, Calif.

Rising electric bills, coupled with the slumping economy, are taking a toll on the satisfaction levels of business customers with their electric utility companies, according to the J.D. Power and Associates 2003 “Electric Utility Midsize Business Customer Satisfaction Study.”

As electric bills of midsize businesses increased 9 percent over 2002, the nationwide industry average for overall customer satisfaction fell from 100 index points in 2002 to 97 in 2003. Nearly one-half of the utilities measured (21 out of 43) were rated significantly lower in 2003, while just four utilities improved significantly.

The study is based on interviews with representatives of more than 6,900 midsize businesses (businesses spending between $1,500 and $25,000 monthly on electricity), throughout the United States.

East region

PPL Electric Utilities ranks highest in overall customer satisfaction with midsize businesses in the East. PPL improves 4 points over 2002 to take its third top ranking in four years. PPL also ties for the highest power quality and reliability score in the nation. Other strong performers among East region utilities are Allegheny Power, Pepco Holdings, and Public Service Electric and Gas.

Midwest region

For the fourth year in a row, LG&E Energy ranks highest in overall customer satisfaction and receives the highest customer satisfaction index score among all utilities included in the study.

South region

For the fourth consecutive year, Southern Company ranks highest in overall customer satisfaction for midsize business electric service in the South region.

West region

The Los Angeles Department of Water and Power ranks highest in the West region for the second year in a row. LADWP is the most improved utility in overall customer satisfaction since the inception of the study, improving 20 index points since 2000.


Previous articlePOWERGRID_INTERNATIONAL Volume 8 Issue 4
Next articleEnron, creditors reach tentative agreement

No posts to display