Customer Satisfaction Scores Show Steady Improvement

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While Duke Energy’s customer satisfaction scores improved for both business and residential segments in 2017, the company’s rankings still require improvement to be among the nation’s leaders.

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.

In 2017, satisfaction scores for business customers increased for all four Duke Energy companies in the J.D. Power Electric Utility Business Study.

  • Duke Energy Progress was up 16 points to 780, remaining in the first quartile.
  • Duke Energy Midwest was up 26 points to 779, moving up to the first quartile.
  • Duke Energy Florida was up 37 points to 771, moving up to the second quartile.
  • Duke Energy Carolinas was up 19 points to 769, moving up to the second quartile.

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

According to internal data and surveys, 88 percent of large business customers were “highly satisfied” with Duke Energy as their utility – down slightly from 91 percent last year.

Among residential customers, 83 percent were highly satisfied with the service they received from Duke Energy in 2017 – up from 79 percent last year.

In the residential study, J.D. Power reported Duke Energy’s satisfaction scores were up for all four operating companies in 2017.

  • Duke Energy Progress was up 42 points to 722, remaining in the second quartile nationally among all large utilities.
  • Duke Energy Midwest was up 42 points to 721, remaining in the second quartile nationally among all large utilities.
  • Duke Energy Carolinas was up 52 points to 721, moving up from the third to second quartile nationally among all large utilities.
  • Duke Energy Florida was up 47 points to 701; however, the company remained in the fourth quartile nationally.