Customer satisfaction results

Listening to our customers helps us continuously improve our products, services and relationships. We use a number of external benchmark studies to compare our progress from year to year, and against other utilities.

Business customers

Duke Energy remained in the top decile in the 2012 Key Accounts National Benchmark study, which focuses on the largest manufacturing, hospital and university customers in the U.S. We placed fourth in overall satisfaction among more than 50 of the nation’s electric utilities — unchanged from our ranking in 2011. (This ranking is for Duke Energy pre-merger; Progress Energy did not participate in this study.)

Results for small- and medium-business customers who spend more than $250 per month on electricity showed a decline. (Separate surveys were conducted pre-merger for Duke Energy and the former Progress Energy.)

  • Duke Energy Carolinas moved to No. 8 (from No. 3 in 2012) among 11 peer utilities in the South region, in the 2013 J.D. Power and Associates Electric Utility Business Customer Satisfaction StudySM.
  • Duke Energy Progress (formerly Progress Energy Carolinas) ranked No. 9 in the South, down from No. 5 in 2012.
  • Duke Energy Florida (formerly Progress Energy Florida) continued to improve, but remained last in the region.
  • In the Midwest region, Duke Energy remained at No. 8 of 12 large electric utilities. (In 2012, the No. 8 ranking was among 14 peer utilities.)

This study uses six factors to measure overall customer satisfaction: power quality and reliability, billing and payment, corporate citizenship, price, communication and customer service.

Residential customers

In the Carolinas, residential customer satisfaction survey results declined. (Again, these rankings are based on pre-merger surveys.)

  • Duke Energy Progress ranked No. 6 among the 13 large electric utilities in the South region, down from No. 3 in 2011, according to the 2012 J.D. Power and Associates Electric Utility Residential Customer Satisfaction StudySM.
  • Duke Energy Carolinas moved to No. 9 (from No. 6 in 2011) in the South, while Duke Energy Florida remained in last place in the region.

However, Duke Energy was recognized as one of the Most Improved Utilities in the Midwest, up five spots from 2011 to No. 5 of 16 power providers in the region.

This study uses the same six factors to measure overall customer satisfaction as those used in the business customer study.

Customer satisfaction drivers

Several factors led to these declines in customer satisfaction scores:

  • Our requests to increase rates in the Carolinas
  • Adverse effects of merger-related news
  • Adverse media coverage of the Crystal River Nuclear Plant issue in Florida
  • Regulatory challenges around cost recovery for our Edwardsport project in Indiana.

While we are disappointed in these declines, we continuously work to satisfy our customers in all the markets we serve. We are expanding our energy efficiency programs, investing in the reliability of our power grid and improving communication related to power outages — all of which contribute to higher customer satisfaction.