Reports: Overall Satisfaction among Business Customers of Electric Utilities Increases Notably, But Satisfaction Lags among Businesses That Spend the Least on Electricity Ranking Highest in Their Respective Segments Are Alabama Power; Central Maine Power; CPS Energy; Idaho Power; Jersey Central Power & Light; MidAmerican Energy; Omaha Public Power District; SMUD; and SRP WESTLAKE VILLAGE, Calif.: 15 February 2012 Overall business customer satisfaction with electric utility companies has improved notably from 2011, but satisfaction among businesses with the smallest monthly average electric bills trails behind that of businesses that spend more, according to the J.D. Power and Associates released today. The study is based on interviews with representatives of more than 24,300 U.S. businesses that spend more than $250 monthly on electricity. More than 90 utility brands serving a total of more than 11.7 million business customers are included in the study. Overall customer satisfaction is measured by examining six factors: power quality and reliability; billing and payment; corporate citizenship; price; communications; and customer service. Overall satisfaction among business customers averages 657 on a 1,000-point scale in 2012, an improvement of 15 points from 2011. While satisfaction has improved in all six factors, the greatest gains have occurred in customer service, corporate citizenship and billing and payment. Utilities have invested in improving their websites, online bill formats, and business service call centers, which has led to an impressive increase in overall satisfaction, said John Hazen, senior director of the energy utility practice at J.D. Power and Associates. Customers contacted their utility company by phone and online more frequently in 2012 than in 2011, but utilities still managed to raise satisfaction with customer service despite the increased volume. While overall satisfaction among business customers has improved in 2012, there are distinct differences in satisfaction between businesses, based on their monthly bill amounts. The study finds that overall satisfaction is highest (averaging 666) among businesses that spend at least $50,000 monthly on electricity. Satisfaction among businesses that spend between $500 and $49,000 each month averages just two points lower 664. However, satisfaction among businesses that spend between $250 and $499 each month on electricity is considerably lower 645, on average. Utilities already do a good job of understanding the needs and preferences of larger businesses, and have adapted their communications and operations to best suit the needs of these customers, said Hazen. However, there is an opportunity to focus on satisfying smaller businesses. This may include reinforcing awareness of energy conservation programs and providing customized business contact. Within each geographic region included in the study, utility providers are classified into one of two segments: large (serving 85,000 or more business customers) and midsize (serving between 25,000 and 84,999 business customers). Rankings within each region and segment are as follows: East Region Jersey Central Power & Light ranks highest among large electric utility providers in the East Region. Among midsize electric utilities in the East Region, Central Maine Power ranks highest. (Page 1 of 2)
Midwest Region In the Midwest Region, MidAmerican Energy ranks highest among large electric utilities and receives an award for a second consecutive year, while Omaha Public Power District ranks highest among midsize brands. South Region Alabama Power ranks highest among large utilities in the South Region for a second consecutive year. Among midsize electric utilities, CPS Energy ranks highest. West Region For a third consecutive year, SRP (Salt River Project) ranks highest among large electric utilities in the West Region. Among midsize electric utility providers, Idaho Power and SMUD (Sacramento Municipal Utility District) rank highest in a tie. The study also finds that 16 percent of customers in 2012 indicate they have a smart meter installed at their business. Satisfaction among customers whose businesses have a smart meter installed averages 85 points higher than among business customers without a smart meter (734 vs. 649, respectively). In addition, among business customers who indicate they are not aware of their utility s smart meter or smart grid efforts, satisfaction averages 630. In comparison, satisfaction averages 709 among customers who say they are aware of their utility s smart meter and smart grid efforts. The Customer Satisfaction Study is based on responses from 24,385 online interviews with business customers of the 95 largest utility brands across the United States. The study was fielded from April to June 2011 and September to December 2011. About J.D. Power and Associates Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company s quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies. About The McGraw-Hill Companies McGraw-Hill announced on September 12, 2011, its intention to separate into two public companies: McGraw- Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw- Hill Financial s leading brands include Standard & Poor s Ratings Services, S&P Capital IQ, S&P Indices, Platts energy information services and J.D. Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/. Media Relations Contacts: Jeff Perlman; Brandware Public Relations: Woodland Hills, Calif.; (818) 598-1115; jperlman@brandwaregroup.com John Tews; J.D. Power and Associates; Troy, Mich.; (248) 680-6218; media.relations@jdpa.com No advertising or other promotional use can be made of the information in this release without the express prior written www.jdpower.com # # # (Page 2 of 2) NOTE: Eight charts follow.
East Region: Large Segment 500 550 600 650 700 Jersey Central Power & Light 670 PPL Electric Utilities 666 Con Edison PSE&G 646 National Grid 641 East Region Large Segment Average 639 PECO 638 BGE 636 NYSEG 634 NSTAR 625 Connecticut Light & Power 611 Long Island Power Authority 606 Appalachian Power 601
East Region: Midsize Segment 500 550 600 650 700 Central Maine Power Met-Ed Atlantic City Electric Rochester Gas & Electric Delmarva Power 667 660 652 West Penn Power Penelec East Region Midsize Segment Average Duquesne Light Potomac Edison Public Service of New Hampshire Central Hudson Gas & Electric 639 638 636 633 628 626 625 United Illuminating Orange & Rockland Pepco 590 600 610 NOTE: Mon Power is included in the study, but not ranked due to insufficient sample size.
Midwest Region: Large Segment 500 550 600 650 700 750 MidAmerican Energy 707 Xcel Energy-Midwest AEP Ohio We Energies Alliant Energy Kentucky Utilities KCP&L Duke Energy-Midwest Ameren Missouri Midwest Region Large Segment Average Ohio Edison ComEd Consumers Energy Detroit Edison 682 669 669 668 664 659 658 655 646 642 639 636 Ameren Illinois 610
Midwest Region: Midsize Segment 500 550 600 650 700 750 Omaha Public Power District 731 Wisconsin Public Service 684 Westar Energy 657 Midwest Region Midsize Segment Average 656 Indianapolis Power & Light 655 Dayton Power & Light 646 Indiana Michigan Power 646 NIPSCO 645 The Illuminating Company 641 Louisville Gas & Electric 638 Toledo Edison 627
South Region: Large Segment 400 450 500 550 600 650 700 750 Alabama Power 705 South Carolina Electric & Gas 687 Duke Energy-Carolinas 680 Georgia Power 679 Progress Energy Carolinas 675 South Region Large Segment Average 673 Dominion Virginia Power 668 Florida Power & Light 668 OG&E 664 Entergy Louisiana 661 Entergy Arkansas Progress Energy Florida 641
South Region: Midsize Segment 400 450 500 550 600 650 700 750 CPS Energy Southwestern Electric Power Entergy Mississippi Entergy Texas Mississippi Power OUC Austin Energy Public Service Co. of Oklahoma Tampa Electric South Region Midsize Segment Average Gulf Power NES 690 689 680 672 671 670 667 659 659 659 646 634 JEA MLGW 585 602 Included in the study but not ranked due to insufficient sample size are: Cleco Power, Santee Cooper and Xcel Energy-South.
West Region: Large Segment 500 550 600 650 700 750 SRP 741 Portland General Electric 703 APS 697 Rocky Mountain Power 682 Southern California Edison 679 West Region Large Segment Average 665 San Diego Gas & Electric 661 Puget Sound Energy 660 Pacific Power Xcel Energy-West 651 NV Energy 649 Pacific Gas and Electric 648 L.A. Dept. of Water & Power 626
West Region: Midsize Segment 500 550 600 650 700 750 Idaho Power 707 SMUD 707 Snohomish County PUD 704 Seattle City Light 694 Tucson Electric Power 694 West Region Midsize Segment 677 Avista 665 NorthWestern Energy 649 PNM 639 El Paso Electric 635