Déjà vu as co-ops lead in satisfaction
Strong showings from electric cooperatives, as well as greater satisfaction among all electric consumers, are among the highlights of a new J.D. Power report. The firm’s 2017 Electric Utility Residential Customer Satisfaction Study shows several co-ops with top-of-the-chart scores besting many investor-owned and municipal utilities.
“The utility industry has begun to fully understand the importance of customer satisfaction over the past several years, and now many have dedicated leaders and teams focused on improving the customer experience,” said John Hazen, senior director of the energy practice at J.D. Power.
Among the other findings of its survey, J.D. Power reported that 35 percent of consumers now access their utility’s website via mobile phone or tablet. That’s up 15 percent in a year. And two-thirds now say they receive critical information during a power outage – such as the cause of the outage and restoration estimates – up seven percent.
Source: Electric Co-op Today, Michael W. Kahn