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Surveys Highlight Strong Customer Satisfaction


Our residential customer satisfaction survey results showed strong improvement in 2010. Duke Energy ranked No. 1 among 13 large electric utilities in the South for customer satisfaction, according to the July 2010 J.D. Power and Associates Electric Utility Residential Customer Satisfaction StudySM. The South ranking is up from our No. 2 ranking in 2009. In the Midwest, Duke Energy ranked No. 6 of 16 power providers — up three spots from 2009.

The study measures customers' satisfaction with electric utility companies using six factors: power quality and reliability, price, billing and payment, corporate citizenship, communications and customer service.


Survey results for business customers were also strong. Duke Energy scored well in the 2010 Key Accounts National Benchmark study, which focuses on the largest manufacturing, hospital and university customers in the country. We ranked No. 3 out of the nation’s 60 largest utilities — an improvement over our No. 4 ranking in 2009.

Results for business customers that spend between $500 and $50,000 monthly on electricity also showed improvement. Duke Energy ranked No. 2 of 10 power providers in the South in the February 2011 J.D. Power and Associates Electric Utility Business Customer Satisfaction StudySM. This is an improvement from our No. 4 ranking in 2010. In the Midwest, we ranked No. 6 of 12 large electric utilities, up from No. 7 in 2010.