PCCA Journal 3rd Quarter 2014 - page 43

PCCA Journal|3
rd
Quarter 2014
43
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O
verall customer satisfac-
tion with residential
electric utilities has
increased year over
year driven primarily by
improvements in corporate citizenship
and outage communications, according
to the J.D. Power 2014 Electric Utility
Residential Customer Satisfaction Study
released July 16. However, the improve-
ments in the electric utility industry are
not keeping pace with those in a variety
of other service industries.
The study, now in its 16th year, mea-
sures customer satisfaction with electric
utility companies by examining six fac-
tors: power quality and reliability, price,
billing and payment, corporate citizen-
ship, communications, and customer
service.
“Residential electric utilities have
done a great job adding capabilities for
proactive communications about outages
and upping their corporate citizenship
involvement. As a result, customer
satisfaction levels have been improving
over the past several years,” said Jeff
Conklin, senior director of the energy
practice at J.D. Power. “However, when
comparing satisfaction levels with many
other service industries—such as televi-
sion and telecommunication in which
there is a physical connection to a home
with a monthly bill payment arrange-
ment—electric utilities are not improving
at the same pace in overall satisfaction.
Consumers are becoming more familiar
with a higher level of service in their
daily activities with other service provid-
ers and, as a result, their expectations
are rising.”
J.D. Power: Customer Satisfaction
with Electric Utilities Improves
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