EEC PERSPECTIVES

Utility Business Customers’ Satisfaction Drops 10 Points

According to J.D. Power and Associates’ 2013 Electric Utility Business Customer Satisfaction Study, overall customer satisfaction for all electric utility business customers has decreased ten points from 2012. The study shows the average at 647 on a 1,000 point scale and is based on interviews with more than 25,000 businesses that spend at least $250 on electricity every month. The satisfaction is measured on power quality and reliability, billing and payment, corporate citizenship, price, communications, and customer service. Every category showed a decrease except for communication, which raised four points. Customer service, corporate citizenship, and billing and payment all showed the largest decreases.

 

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