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

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