Customer Satisfaction: Always Seeking Improvements
Duke Energy uses a number of internal and external benchmark studies to compare customer satisfaction progress from year to year – and against other utilities.
Large business customers continue to give Duke Energy high marks for the service they receive, with more than 80 percent ‘highly satisfied’ with Duke Energy as their electricity provider.
Overall satisfaction scores improved for all four Duke Energy operating companies in the 2014 J.D. Power and Associates Electric Utility Business Customer Satisfaction StudySM.
- Duke Energy Carolinas was up 4 points to a score of 666, which placed it in the second quartile nationally among all large utilities.
- Duke Energy Midwest was the biggest mover, up 28 points to 666 and in the second quartile nationally.
- Duke Energy Progress was up 3 points to 664.
- Duke Energy Florida was up 10 points to 655, its highest score in more than six years.
This study judged companies on six factors: power quality and reliability, billing and payment, corporate citizenship, price, communications and customer service.
Overall satisfaction scores were mixed across the four Duke Energy operating companies in the 2013 J.D. Power and Associates Electric Utility Residential Customer Satisfaction StudySM.
- Duke Energy Carolinas was up 19 points to 656, tying its highest score in four years and placing it in the second quartile nationally among all large utilities.
- Duke Energy Progress was down 10 points to 640, placing it in the second quartile nationally.
- Duke Energy Midwest was down 6 points to 631, placing it in the third quartile nationally.
- Duke Energy Florida continued to improve, up 9 points to 620.
The same six factors used to evaluate business customers are also used for residential customers.
Customer satisfaction drivers:
Several factors contributed to declines in customer satisfaction scores:
- Increased rates in the Carolinas
- Adverse effects of merger-related news
- Adverse issues surrounding the Crystal River Nuclear Plant issue in Florida
While disappointed in these declines, 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 should contribute to higher customer satisfaction.