CVPS ranks third in JD Power customer satisfaction rankings

Residential customers of electric utility providers indicate that their monthly electric bill amounts have declined and power reliability has improved from 2009, resulting in a notable increase in overall satisfaction, according to the JD Power and Associates 2010 Electric Utility Residential Customer Satisfaction Study released today. Central Vermont Public Service ranked third in the East for mid-sized companies and PSNH ranked eighth.
The study measures customer satisfaction with electric utility companies by examining six key factors: power quality and reliability; price; billing and payment; corporate citizenship; communications; and customer service.
Residential customer satisfaction with utility companies averages 630 on a 1,000-point scale in 2010—increasing from 618 in 2009. In 2010, customer-reported bill amounts have decreased by 5 percent from 2009. Power reliability has also improved, with customer-reported service interruptions decreasing by 8 percent. Overall, 37 percent of customers indicate experiencing no power interruptions in 2010, compared with 33 percent in 2009.
When outages do occur, utility companies are doing a better job of communicating with their customers about power restoration, as well as meeting estimated restoration times in 2010, compared with 2009.
"Utility companies are continuing to improve when it comes to managing customer expectations around power outages and restoration of service," said Jeff Conklin, senior director of the energy and utility practice at J.D. Power and Associates. "Even though outages can have a negative impact on satisfaction, utility providers who manage these incidents properly—by providing sufficiently detailed information about the outage and restoring power when they say they will—may be able to mitigate declines, or even improve satisfaction."
The study finds that 11 percent of customers have contacted their utility company regarding an overdue bill amount. While overall satisfaction is particularly low among these customers (611, on average), efforts taken by utility companies to assist customers with their bills may substantially raise satisfaction. In particular, among customers whose utility companies waived their late payment fees, satisfaction averages 704—well above the industry average, and also higher than satisfaction among customers who didn't have an overdue balance (634, on average).
Fulfilling key performance indicators may have a substantial positive impact on customer satisfaction with electric utility companies. In particular, among customers who say that their utility delivered on five key performance indicators—such as making customers aware of community outreach activities and conservation programs—satisfaction averages nearly 275 points higher than satisfaction among customers whose utilities performed only one key indicator.
The study also finds that fewer than one in six residential customers say they are aware of actions taken by their utility to implement smart grid and smart meter technology. While overall awareness of utility actions to implement smart grid technology is relatively low, awareness has increased slightly during the past year, from 12 percent in July and August 2009 to 16 percent in April and May 2010.
However, when residential customers are aware of smart electricity technology and their utility's actions around it, overall satisfaction with the utility company increases notably. This presents an important opportunity for utility companies seeking to increase customer satisfaction, which often has significant bearing on rate case decisions.
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 third consecutive year. Following in the segment rankings are PPL Electric Utilities and Public Service Electric and Gas, respectively.
In the East region midsize utility segment, Southern Maryland Electric Cooperative ranks highest for a third consecutive year, followed by Rochester Gas & Electric and Central Vermont Public Service, respectively.
Midwest Region
MidAmerican Energy ranks highest among large utility companies in the Midwest region for a third consecutive year. Xcel Energy—Midwest follows MidAmerican Energy, while KCP&L ranks third in the segment.
Omaha Public Power District ranks highest among midsize utility companies in the Midwest region and receives an award in the study for a 10th consecutive year. Following Omaha Public Power District in the segment are Indianapolis Power and Light and Kentucky Utilities, in a tie.
South Region
Duke Energy—Carolinas ranks highest among large utility companies in the South region. Following Duke Energy—Carolinas in the rankings are Oklahoma Gas and Electric and CPS Energy, respectively.
Jackson EMC ranks highest among midsize utility companies in the South region, followed by NOVEC and Santee Cooper, respectively.
West Region
Salt River Project ranks highest in the West region large utility segment and receives an award in the study for a ninth consecutive year. Following Salt River Project in the segment rankings are Sacramento Municipal Utility District and Portland General Electric, respectively.
Clark Public Utilities ranks highest among midsize utility companies in the West region for a third consecutive year, followed by Tacoma Power and Intermountain Rural Electric Association, respectively.
The 2010 Electric Utility Residential Customer Satisfaction Study is based on responses from more than 85,000 online interviews conducted from July 2009 through May 2010 among residential customers of the 121 largest electric utility brands across the United States, which collectively represent more than 93 million households.
Customer Satisfaction Index Ranking
East Region: Large Segment
(Based on a 1,000-point scale)
Central Maine Power
646
PPL Electric Utilities
630
Public Service Electric and Gas
620
PECO Energy
619
Allegheny Power
617
Penelec
612
NSTAR
609
Jersey Central Power & Light
607
East Large Segment Average
605
Duquesne Light
602
New York State Electric & Gas
602
Baltimore Gas and Electric
600
Pepco
600
National Grid
599
Con Edison Company of New York
595
Appalachian Power
584
Long Island Power Authority
581
Connecticut Light & Power
579
East Region: Midsize Segment
Southern Maryland Electric Cooperative
662
Rochester Gas & Electric
635
Central Vermont Public Service
624
Met-Ed
612
Penn Power
611
Atlantic City Electric
608
East Midsize Segment Average
607
Public Service of New Hampshire
604
Western Massachusetts Electric
603
Delmarva Power
597
Orange & Rockland
591
United Illuminating
584
Central Hudson Gas & Electric
579
Midwest Region: Large Segment
MidAmerican Energy
687
Xcel Energy—Midwest
656
KCP&L
655
We Energies
653
Alliant Energy
646
Duke Energy—Midwest
632
Indiana Michigan Power
630
Westar Energy
625
Midwest Large Segment Average
624
AmerenUE
621
Detroit Edison
621
Ohio Edison
617
Consumers Energy
611
AEP Ohio
608
ComEd
605
Ameren Illinois Utilities
599
The Illuminating Company
599
Midwest Region: Midsize Segment
Omaha Public Power District
693
Indianapolis Power & Light
656
Kentucky Utilities
656
Wisconsin Public Service
646
Louisville Gas & Electric
638
Midwest Midsize Segment Average
629
Dayton Power & Light
608
Toledo Edison
601
Empire District Electric
587
NIPSCO
587
Vectren
586
Kentucky Power
584
South Region: Large Segment
Duke Energy—Carolinas
656
Oklahoma Gas and Electric
655
CPS Energy
654
Progress Energy Carolinas
651
Georgia Power
650
Alabama Power
647
Florida Power & Light
645
South Large Segment Average
640
Dominion Virginia Power
636
Entergy Louisiana
634
South Carolina Electric & Gas
632
Entergy Arkansas
611
Tampa Electric
610
Progress Energy Florida
598
South Region: Midsize Segment
Jackson EMC
707
NOVEC
690
Santee Cooper
688
SECO Energy
684
Sawnee EMC
682
Clay Electric Cooperative
676
Southwestern Electric Power
665
Mississippi Power
659
Xcel Energy—South
658
EPB
656
Austin Energy
650
Pedernales Electric
650
Middle Tennessee EMC
649
Entergy Mississippi
648
Gulf Power
647
Huntsville Utilities
645
Orlando Utilities Commission
645
South Midsize Segment Average
643
Entergy Texas
635
Cobb EMC
632
Nashville Electric Service
632
Cleco Power
630
Withlacoochee River Electric Cooperative
630
Knoxville Utilities Board
627
Public Service Co. of Oklahoma
615
JEA
602
Lee County Electric Cooperative
602
Memphis Light, Gas & Water
599
West Region: Large Segment
Salt River Project
708
Sacramento Municipal Utility District
691
Portland General Electric
677
APS
661
Southern California Edison
658
Rocky Mountain Power
651
West Large Segment Average
648
Pacific Power
645
Puget Sound Energy
645
San Diego Gas & Electric
644
Pacific Gas and Electric
643
Xcel Energy—West
627
L. A. Dept. of Water & Power
609
NV Energy
607
West Region: Midsize Segment
Clark Public Utilities
720
Tacoma Power
665
Intermountain Rural Electric Assoc.
664
Colorado Springs Utilities
663
Seattle City Light
662
Snohomish County PUD
657
Idaho Power
656
Tucson Electric Power
654
West Midsize Segment Average
652
Avista
648
El Paso Electric
646
PNM
634
NorthWestern Energy
615
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a global information and education company providing knowledge, insights and analysis in the financial, education and business information sectors through leading brands including Standard & Poor's, McGraw-Hill Education, Platts, and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2009 were $5.95 billion. Additional information is available at http://www.mcgraw-hill.com/.
Source: JD Power. WESTLAKE VILLAGE, Calif., July 14, 2010 /PRNewswire/ --