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J.D. Power Releases Utility Satisfaction Study

July 17, 2017 - Press Release

J.D. Power released its 2017 Electric Utility Residential Customer Satisfaction Study, which found that customer satisfaction increased compared to 2016, specifically in the power quality & reliability factor and the price factor. 

The study measures customer satisfaction with electric utility companies by examining six factors: power quality & reliability; price; billing & payment; corporate citizenship; communications; and customer service. 

It also ranks mid-size, large, and cooperative utility companies in four geographic regions: East, Midwest, South, and West. Companies in the midsize utility segment serve between 100,000 and 499,999 residential customers, while companies in the large utility segment serve 500,000 or more residential customers.

East Region
PPL Electric Utilities ranks highest among large utilities in the East region for the sixth consecutive year, followed by Con Edison, PSE&G, and Central Maine Power.

Among mid-size utilities in the East region, Penn Power ranks highest, followed by Green Mountain Power, Rochester Gas & Electric, and Met-Ed.

Midwest Region
MidAmerican Energy ranks highest in the large utility segment in the Midwest region for the 10th consecutive year, followed by DTE Energy and Ohio Edison tied for second and Xcel Energy-Midwest ranking fourth.

In the mid-size utility segment, Kentucky Utilities ranks highest for the second consecutive year, followed by Louisville Gas & Electric, Otter Tail Power Company, and Lincoln Electric System.

South Region
Georgia Power ranks highest in the large utility segment, followed by Florida Power & Light, Alabama Power, and Entergy Louisiana.

EPB ranks highest in the midsize utility segment for the second consecutive year, , followed by Entergy Mississippi, Gulf Power, and JEA.

West Region
Salt River Project ranks highest in the large utility segment in the West region for the 16th consecutive year, followed by SMUD, Portland General Electric, and Southern California Edison.

Clark Public Utilities ranks highest in the mid-size utility segment in the West region for the 10th consecutive year, followed by Idaho Power, Seattle City Light, and Colorado Springs Utilities.

Cooperatives Segment
SECO Energy ranks highest in the cooperatives segment, followed by NOVEC, Sawnee EMC, and Southern Maryland Electric Cooperative and Walton EMC tied for fourth place.

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