Home
 
Media Contacts

Please direct all media inquiries to J.D. Power and Associates Corporate Communications Department:


J.D. Power and Associates
Corporate Communications
2625 Townsgate Road
Westlake Village, CA 91361
Toll Free: (800) 274-5372
Phone: (805) 418-8000
Fax: (805) 418-8900
media.relations@jdpa.com


John Tews
Director, Media Relations
Troy, MI
(248) 680-6200


Syvetril Perryman
Media Relations Supervisor
Westlake Village, CA
(805) 418-8103


Andrew Teachout
Media Relations Specialist
Troy, MI
(248) 680-6200

 

Press Release
Download PDF
PDF Help
Contact:
John Tews
(248) 312-4119
Jeff Perlman
(818) 317-3070
 

J.D. Power and Associates Reports:
Overall Satisfaction with Electric Utility Providers Increases Substantially among Business Customers

Austin Energy; CPS Energy; Duquesne Light; KCP&L; Kentucky Utilities; PPL Electric Utilities; Progress Energy Carolinas; Sacramento Municipal Utility District; and Salt River Project Each Rank Highest in their Respective Segments

WESTLAKE VILLAGE, Calif.: 3 February 2010 - Business customers of electric utility providers are considerably more satisfied in 2010, compared with 2009, due to marked improvements in corporate citizenship and power quality and reliability, according to the J.D. Power and Associates 2010 Electric Utility Business Customer Satisfaction StudySM released today.

The study is based on interviews with representatives of more than 16,000 U.S. businesses that spend between $500 and $50,000 monthly on electricity.  More than 90 utility brands serving a total of more than 11.7 million business customers are included in the study. Overall customer satisfaction is measured by examining six factors: power quality and reliability; billing and payment; corporate citizenship; price; communications; and customer service. 

Overall satisfaction averages 646 on a 1,000-point scale in 2010-an increase of 29 points from 2009. Each of the factors included in the study has increased from 2009, with the largest gains occurring in the corporate citizenship factor (which increases by 31 points) and the power quality and reliability factor (which improves by 29 points).

"Electric utilities are doing a particularly good job of raising awareness of their new conservation and efficiency programs, which resonates with cost-conscious business customers," said Alan Destribats, vice president of the energy utility practice at J.D. Power and Associates.

The study finds that business customers increasingly rely on their utility Web sites for information, with 46 percent of customers who say they use their utility Web site in 2010, compared with 38 percent in 2009. In addition, those business customers who visited the utility's Web site one or more times are considerably more satisfied overall (673, on average) than customers who never visited the utility's Web site (625, on average).

The study also finds that utilities may be able to mitigate low satisfaction levels due to outages by providing comprehensive outage information. Among business customers who called their utility to report an outage, those who received four or more pieces of outage information are nearly as satisfied overall as those who never experienced an outage.

"By proactively communicating about corporate citizenship initiatives and power outage information, electric utilities are providing additional value to their business customers, to which those customers are responding positively," said Destribats. "As utility Web site usage continues to grow among business customers, Web sites will become an increasingly important tool in these communication efforts."

Within each geographic region included in the study, utility providers are classified into one of two segments: large (serving 85,000 or more business customers) and midsize (serving between 29,000 and 84,999 business customers). Rankings within each region and segment are as follows:

East Region
PPL Electric Utilities ranks highest among large electric utility providers in the East Region. Among midsize electric utilities in the East Region, Duquesne Light ranks highest.

Midwest Region
In the Midwest Region, KCP&L ranks highest among large electric utilities, while Kentucky Utilities ranks highest among midsize brands.

South Region
Progress Energy Carolinas ranks highest among large utilities in the South Region and receives an award for a second consecutive year. Among midsize electric utilities in the South Region, Austin Energy and CPS Energy rank highest, in a tie.

West Region
Salt River Project ranks highest among large electric utilities in the West Region, while Sacramento Municipal Utility District ranks highest among midsize electric utility providers.

The 2010 Electric Utility Business Customer Satisfaction Study is based on responses from 16,630 online interviews among business customers of the 97 largest utility brands across the United States. The study was fielded from April to June 2009 and September to December 2009. For more information on electric utility ratings, please visit JDPower.com.

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 leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, Platts, Capital IQ, J.D. Power and Associates, McGraw-Hill Construction and Aviation Week. The Corporation has more than 280 offices in 40 countries. Sales in 2008 were $6.4 billion. Additional information is available at http://www.mcgraw-hill.com/

 

Media Relations Contacts:

John Tews
J.D. Power and Associates
Director, Media Relations
5435 Corporate Drive, Suite 300
Troy , MI 48098
USA
(248) 312-4119
john.tews@jdpa.com

Jeff Perlman
Brandware Public Relations
Media Relations
Malibu , CA
USA
(818) 317-3070
jperlman@brandwaregroup.com

 

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com/corporate

 

# # #

About J.D. Power and Associates:
The Voice of the Customer

J.D. Power and Associates is a global marketing information services company operating in key business sectors across a variety of industries, providing customer satisfaction research, market research, automotive forecasting, social media research, and performance improvement programs. Established in 1968, the company has been listening to consumers and business customers; analyzing their opinions and perceptions; and refining research techniques and study methodologies to offer some of the most advanced product quality, customer satisfaction, and tracking research available today. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually.