Salt River Project continues to receive high marks in satisfaction from its residential electric customers, according to a study issued today by J.D. Power. SRP ranks highest for residential electric service in the western United States among Large electric utilities for the 16th consecutive year with a Customer Satisfaction Index score of 775 on a 1,000-point scale in this year’s ranking, a 45-point improvement from 2016.
In the 19 years that J.D. Power has surveyed electric utility customers, this is the 18th time (1999, 2000, 2002-2017) that SRP scored the highest in the West among Large electric utilities (500,000 or more residential households).
The average score in the West Large Electric Utility region, which covers utilities in Arizona, California, Colorado, Idaho, Nevada, Oregon, Utah, Washington and Wyoming, is 720, one point above the national Customer Satisfaction Index average of all 138 large and midsize electric utilities and cooperatives studied. Among states, Arizona is tied as the seventh highest in overall satisfaction with an average score of 733.
SRP’s score was supported by ranking highest in the study’s Large Utilities segment in the West region for all six factors, Power Quality and Reliability, Billing and Payment, Price, Communications, Customer Service and Corporate Citizenship.
The 2017 Electric Utility Residential Customer Satisfaction Study is based on responses from 99,145 online interviews conducted by J.D. Power from July 2016 through May 2017 among residential customers of the 138 largest electric utility brands across the nation, which collectively represent more than 98 million households.
SRP’s top ranking in the West Large region in the 2017 J.D. Power residential study marks its 28th award in the first 19 years that J.D. Power has surveyed SRP’s residential and business customers.
In addition to today’s announcement of the 2017 Electric Utility Residential Customer Satisfaction Study results, in a report issued in January by J.D. Power, SRP ranked highest in customer satisfaction for business electric service among Large electricity providers in the West Region. It was the fourth consecutive year and the seventh time in the last eight years SRP was ranked highest among Large utilities in the West in the J. D. Power Electric Utility Business Customer Satisfaction Study.
SRP is a community-based, not-for-profit public power utility and the largest provider of electricity in the greater Phoenix metropolitan area, serving more than 1 million customers. SRP also is the metropolitan area’s largest supplier of water, delivering about 800,000 acre-feet annually to municipal, urban and agricultural water users.