Salt River Project’s electric customers continue to give SRP higher marks for customer satisfaction, according to a report issued today by J.D. Power. With an increase of 21 performance points from a year ago, SRP ranks highest for residential electric service in the western United States among large electric utilities for the 13th consecutive year.
With a Customer Satisfaction Index score of 730 on a 1,000-point scale in this year’s ranking, it is the 15th time in 16 years (1999, 2000, 2002-2014) that SRP scored the highest in the West among large electric utilities (500,000 or more residential customers). The average score in the West Large Utility region, which covers utilities in Arizona, California, Colorado, Idaho, Montana, Nevada, New Mexico, Oregon, Utah, Washington and Wyoming, is 657.
SRP’s score was bolstered by ranking highest in the study’s Large Utilities segment in the West region for all six components – Power Quality and Reliability, Billing and Payment, Corporate Citizenship, Price, Communications and Customer Service.
The 2014 Electric Utility Residential Customer Satisfaction Study is based on responses from more than 104,000 online interviews conducted from July 2013 through May 2014 among residential customers of the 138 largest electric utility brands across the nation, which collectively represent more than 96 million households. More information on the Electric Utility Residential Customer Satisfaction study can be found at http://www.jdpower.com/press-releases/2014-electric-utility-residential-customer-satisfaction-study.
Today’s announcement was the second in the last week by J.D. Power in which SRP was recognized. On July 9, SRP was recognized for contact center operation customer satisfaction excellence under the J.D. Power Certified Contact Center Program. The Certified Contact Center Program distinction acknowledged a strong commitment by SRP’s service contact center operations to provide “An Outstanding Customer Service Experience.” SRP achieved certification for the live phone channel (ninth consecutive year), including interactive voice response (IVR) routing and customer service representative (CSR), as well as for the IVR self-service and Web self-service channels (first year, respectively). For J.D. Power 2014 Contact Center Certification Information, visit jdpower.com.
SRP is the largest provider of electricity to the greater Phoenix metropolitan area, providing electric service to more than 990,000 customers. SRP also is the metropolitan area’s largest supplier of water, delivering about 1 million acre-feet to agricultural, urban and municipal water users.