FPL wins prestigious, national ServiceOne Award for tenth year in a row

Dedication to customers helps FPL achieve a "perfect 10"

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Nov 21, 2013, 07:30 ET

JUNO BEACH, Fla., Nov. 21, 2013 /PRNewswire/ -- Last night, Florida Power & Light Company (FPL) was proud to accept an award for exceptional customer service, but the real beneficiaries of the award are the millions of customers that FPL serves. For the tenth consecutive year, FPL was awarded the national 2013 ServiceOne Award from PA Consulting Group, an international consulting firm.

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"Providing customers with one of the lowest bills in the state, top-notch reliability and award-winning customer service is something we work hard to achieve," said Marlene Santos, FPL vice president of customer service. "To win this award 10 years in a row is a tribute to the exceptional team of FPL employees who are committed to going above and beyond in serving our customers."

The ServiceOne Award is based on criteria that cover typical utility customer service operations, including the contact center, billing, payment, revenue protection, credit and collections, and safety.

"Excellent customer service can only be achieved if it is a core value for a company. This is particularly the case in the utility sector, where increasing demands placed on customer service organizations have challenged traditional delivery strategies, business processes and modes of customer interaction especially in light of the evolving digital technology," said Arun Mani, PA's ServiceOne program director. "FPL has successfully managed to create outstanding benefits for the customer through a combination of hard work, effective leadership, and an unwavering commitment to service."

In addition, FPL received ServiceOne Balanced Scorecard Achievement Awards for its customer care, billing, meter reading, credit and collections, field service, payment departments and self-service options. Some of the metrics that helped earn FPL these awards include:

Providing accurate bills more than 99.9997 percent of the time
Reading meters on schedule more than 99 percent of the time
Answering about 90 percent of calls within 30 seconds

Florida Power & Light Company
Florida Power & Light Company is the largest rate-regulated electric utility in Florida and serves the third-largest number of customers of any electric utility in the United States. FPL serves approximately 4.6 million customer accounts and is a leading Florida employer with approximately 10,000 employees as of year-end 2012. During the five-year period ended December 31, 2012, the company delivered the best service reliability among Florida investor-owned utilities. As of year-end 2012, its typical residential customer bills are the lowest in Florida, and based on data available in July 2012, are about 26 percent below the national average. A clean energy leader, FPL has one of the lowest emissions profiles and one of the leading energy efficiency programs among utilities nationwide. FPL is a subsidiary of Juno Beach, Fla.-based NextEra Energy, Inc. (NYSE: NEE). For more information, visit www.FPL.com.

About PA Consulting Group
PA Consulting Group (PA) is an employee-owned firm of over 2,500 people, operating globally from offices across North America, Europe, the Nordics, the Gulf and Asia Pacific. PA has experts in energy, financial services, life sciences and healthcare, manufacturing, government and public services, defense and security, telecommunications, transport and logistics. PA's deep industry knowledge, together with skills in management consulting, technology and innovation, allows them to challenge conventional thinking and deliver exceptional results with lasting impact. PA has partnered with energy clients for over 25 years to help them understand the challenges they face and define and implement an effective strategic response. PA's ReliabilityOne™ 2013 awards are presented to electric utilities providing their customers with the highest levels of reliability in the industry. PA's ReliabilityOneTM study is based on standard industry reliability statistics that measure the frequency and duration of electric power outages and has been analyzing electric utility performance since 1987. For more information about PA Consulting Group, visit www.paconsulting.com/energy.

SOURCE Florida Power & Light Company