SRP’s ranking was bolstered by sweeping the No. 1 spot in the survey’s Large Utilities segment in both the West region and nationally for all six survey components, Power Quality and Reliability, Billing and Payment, Corporate Citizenship, Price, Communications and Customer Service. SRP also earned the highest ranking in the nation of all 126 electric utility brands for the Billing and Payment category.
Among all large utilities across the nation, SRP scored highest in customer satisfaction for the seventh time in the 14 years J.D. Power and Associates has conducted its study of residential customers. With a Customer Satisfaction Index score of 700 on a 1,000-point scale in this year’s ranking, SRP is the only electric utility that has been ranked among the top 10 in the U.S. in all 14 years.
It is the 13th time in the last 14 years that SRP scored the highest in the West among large electric utilities (500,000 or more residential customers), sweeping the top spot in all six performance categories just as it did in the Large Utilities segment. The average score in the West large region, which covers utilities in Arizona, California, Colorado, Idaho, Montana, Nevada, New Mexico, Oregon, Utah, Washington and Wyoming, was 638.
“Earning these high marks from our customers year after year never gets old, and it only reinforces the fact that all of our employees play a role in receiving this significant recognition,” said SRP General Manager Mark Bonsall.
“For example, one of the main categories in the J.D. Power studies is Power Quality and Reliability. Our performance there is the result of the high standards set by employees in the areas that keep electricity flowing to customers and by restoring power as quickly as possible during an outage,” he said. “Another example is our high Corporate Citizenship rating, which is derived from SRP’s reputation as a resource steward, water as well as power, and the hundreds of hours of volunteer work in the communities we serve put in by employees from all parts of SRP.”
The 2012 Electric Utility Residential Customer Satisfaction Study was based on responses from more than 104,000 online interviews conducted from July 2011 through May 2012 among residential customers of the 126 largest electric utility brands across the nation, which collectively represent more than 93 million households. More information on the J.D. Power and Associates’ study can be found at www.jdpower.com/library/index.htm.
SRP is the largest provider of electricity to the greater Phoenix metropolitan area, providing electric service to more than 950,000 customers. SRP also is the metropolitan area’s largest supplier of water, delivering about 1 million acre-feet to agricultural, urban and municipal water users.