Electric Utility Residential Customer Satisfaction Increases in 2019, J.D. Power Finds
Increasing Customer Awareness of Community Involvement Key in Satisfaction
COSTA MESA, Calif., June 26, 2019 /PRNewswire/ -- Overall customer satisfaction is up among electric utility residential customers in 2019, with the top utilities focusing their efforts on improving reliability and on communicating their ongoing community involvement efforts, according to the J.D. Power 2019 Electric Utility Residential Customer Satisfaction Study.SM
"Utility customers want their power to stay on and to see their utility involved in their local communities and the top performers do an excellent job of both," said John Hazen, Senior Director of the Energy Practice at J.D. Power. "Many of the lower performing brands need to do a better job of communicating their community involvement efforts such as employee volunteering and local donations/sponsorships. This communication has shown to affect consumer awareness and satisfaction."
Study Results
- Cooperatives Segment: GreyStone Power
- East Large Segment: PPL Electric Utilities
- East Midsize Segment: Delmarva Power
- Midwest Large Segment: MidAmerican Energy
- Midwest Midsize Segment: Kentucky Utilities
- South Large Segment: Georgia Power
- South Midsize Segment: EPB
- West Large Segment: SRP
- West Midsize Segment: Clark Public Utilities
See the rank charts for each region at http://www.jdpower.com/pr-id/2019100.
The 2019 Electric Utility Residential Customer Satisfaction Study is based on responses from 103,481 online interviews conducted from July 2018 through May 2019 among residential customers of the 142 largest electric utility brands across the United States, which represent more than 101 million households.
For more information about the Electric Utility Residential Customer Satisfaction Study, visit https://www.jdpower.com/business/resource/electric-utility-residential-customer-satisfaction-study.
See the online press release at http://www.jdpower.com/pr-id/2019100.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, South America, Asia Pacific and Europe.
Media Relations Contacts
Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]
John Roderick; St. James, N.Y.; 631-584-2200; [email protected]
About J.D. Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info
SOURCE J.D. Power
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