Rankings mixed, but satisfaction scores improve again
While Duke Energy’s rankings were mixed, customer satisfaction (CSAT) scores improved for both business and residential segments in 2015.
Customer satisfaction remains a top priority, and all Duke Energy regulated utilities are implementing plans to achieve top quartile performance in the J.D. Power Residential Study by the end of 2018 – that’s how we’ll measure if we’re meeting customers’ expectations.
Business customers: Large business customers continue to give Duke Energy high marks for the service they receive, with 89 percent “highly satisfied” with Duke Energy as their utility.
Overall, satisfaction scores increased for all four Duke Energy companies in the 2016 J.D. Power Business Study, with three increasing more than the national average.
- Duke Energy Carolinas increased an impressive 50 points to 728, putting it in the top quartile for this study.
- Duke Energy Midwest was up 32 points to 708, just one point below the second quartile.
- Duke Energy Progress was up 31 points to 703, and remained in the third quartile.
- Duke Energy Florida was up 23 points to 690, its highest score in more than eight years.
The study rates companies on six factors: power quality and reliability, billing and payment, corporate citizenship, price, communications and customer service.
Residential customers: Eighty percent of our residential customers were highly satisfied with the service they received from Duke Energy in 2015.
Satisfaction scores were up for all four operating companies in the 2015 J.D. Power Residential Study. But the company continues to be in the bottom half among utilities in the regions we serve.
- Duke Energy Midwest was up 20 points to 664, placing it in the third quartile nationally among all large utilities.
- Duke Energy Carolinas was up 22 points to 663, placing it in the third quartile nationally among all large utilities.
- Duke Energy Progress was up 18 points to 655, placing it in the third quartile nationally among all large utilities.
- Duke Energy Florida was up 12 points to 622, placing it in the fourth quartile among all large utilities.