Utilities’ Service Quality and Performance Improves From Last Year

The study, based on responses from nearly 24,000 residential customers, shows the customer service factor improved nationally by six points to 106 when compared to the 1999 study results. The utility companies included in the study each service more than 250,000 residential customers nationwide.

ATLANTA—Some three-quarters of large utility companies, or utilities serving 500,000 or more customers, will transfer at least a portion of their purchasing activity online over the next year according to research by Chartwell Inc., an information services firm serving the retail energy industry. In addition, Web-based monitoring and reporting of field devices is set to double-from being in place at about 10 percent of all utilities now, to about 20 percent by 2002, Chartwell’s findings show.

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