Customer Service

Public power utilities earn top customer satisfaction scores

Public power utilities earned a number of the top rankings in J.D. Power's latest Electric Utility Residential Customer Satisfaction Study, which was released in late June.

The 2019 Electric Utility Residential Customer Satisfaction Study was 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 U.S., J.D. Power noted when it released results of the study on June 26.

The study found that 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.

The study breaks out customer satisfaction rankings and scores by region and size of utilities. Public power utilities were leaders in three segments: South Midsize: Tennessee’s EPB, West Large: Arizona’s Salt River Project and West Midsize: Washington State’s Clark Public Utilities. The scoring is based on a 1,000-point scale.

Along with public power utilities, the survey also ranks investor-owned utilities and cooperatives.

Midwest Region

In the Midwest Region’s Midsize segment, two public power utilities were recognized: Nebraska’s Lincoln Electric System (score of 742) and Omaha Public Power District (score of 726).

South Region

Public power utilities were also represented in the South Region’s Large and Midsize segments.

In the Large segment, Texas-based public power utility CPS Energy earned a score of 749, while in the Midsize segment, along with EPB (score of 804), the following public power utilities earned the following scores:

  • Florida’s OUC (761)
  • Florida’s JEA (756)
  • South Carolina’s Santee Cooper (736)
  • City of Tallahassee, Fla. (734)
  • Austin Energy (Texas) (721)
  • Florida’s Lakeland Electric (709)
  • Alabama’s Huntsville Utilities (704)
  • Tennessee’s Nashville Electric Service (703)
  • Tennessee’s Knoxville Utilities Board (692)
  • Memphis Light, Gas & Water (666)

West Region

SRP earned the top spot in the West Region Large segment with a score of 790. California public power utility SMUD’s score of 770 earned it the second spot in the West Large region.

The Los Angeles Department of Water and Power earned a score of 680.

In the West Region Midsize Segment, Clark Public Utilities earned the top spot with a score of 796.

Other public power utilities in this segment earned the following scores:

  • California’s Anaheim Public Utilities (758)
  • California’s Imperial Irrigation District (756)
  • Colorado Springs Utilities (745)
  • Washington State’s Tacoma Power (738)
  • Washington State’s Snohomish County PUD (735)
  • Seattle City Light (713)

The East region did not have any public power utilities included in the survey results.

Additional details on the survey results are available here.