While Duke Energy’s customer satisfaction scores improved for both business and residential segments in 2016, our rankings show there is still room for improvement.

All Duke Energy utilities are implementing plans to achieve top-quartile performance among large utilities in the J.D. Power Electric Utility Residential Study by the end of 2018.

Satisfaction scores increased for all four Duke Energy companies in the 2016 calendar year J.D. Power Electric Utility Business Study.

• Duke Energy Progress was up an impressive 61 points to 764, moving from third quartile to first quartile.
• Duke Energy Midwest was up 45 points to 753, moving into the second quartile.
• Duke Energy Carolinas was up 22 points to 750, but dropping from first quartile to third quartile.
• Duke Energy Florida was up 44 points to 734, its highest score in more than nine years, but remains in the fourth quartile.

The study rates companies on six factors: power quality and reliability, billing and payment, corporate citizenship, price, communications and customer service.

Large business customers continue to give Duke Energy high marks for the service they receive, with 91 percent “highly satisfied” with Duke Energy as their utility, according to internal data and surveys.

Among residential customers, 79 percent were highly satisfied with the service they received from Duke Energy in 2016.

In the residential study, J.D. Power reported Duke Energy’s satisfaction scores were up for all four operating companies in 2016.

• Duke Energy Progress was up 25 points to 680, placing it in the second quartile nationally among all large utilities.
• Duke Energy Midwest was up 15 points to 679, placing it in the second quartile nationally among all large utilities.
• Duke Energy Carolinas was up 6 points to 669, placing it in the third quartile nationally among all large utilities.
• Duke Energy Florida was up 32 points to 654, placing it in the fourth quartile among all large utilities.