Electric utility residential customer satisfaction increases in 2019, J.D. Power finds

Increasing customer awareness of community involvement key in satisfaction, says annual survey of utilities.

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JD Power

COSTA MESA, CA, JUNE 27, 2019 -- Overall customer satisfaction is up among electric utility residential customers in 2019, with the top utilities focusing their efforts on improving reliability and on communicating their ongoing community involvement efforts, according to the J.D. Power 2019 Electric Utility Residential Customer Satisfaction Study.

“Utility customers want their power to stay on and to see their utility involved in their local communities and the top performers do an excellent job of both,” said John Hazen, Senior Director of the Energy Practice at J.D. Power. “Many of the lower performing brands need to do a better job of communicating their community involvement efforts such as employee volunteering and local donations/sponsorships. This communication has shown to affect consumer awareness and satisfaction.”

The 2019 Electric Utility Residential Customer Satisfaction Study is based on responses from 103,481 online interviews conducted from July 2018 through May 2019 among residential customers of the 142 largest electric utility brands across the United States, which represent more than 101 million households.

For more information about the Electric Utility Residential Customer Satisfaction Study, visit https://www.jdpower.com/business/resource/electric-utility-residential-customer-satisfaction-study.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, South America, Asia Pacific and Europe.

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