Salt River Project’s electric customers continue to give SRP high marks for customer satisfaction. In a report issued today by J.D. Power and Associates, SRP received the top score for residential electric service in the Large Utilities segment in the western United States for the 12th consecutive year and the highest total among the nation’s largest utilities for the fifth year in a row.
SRP’s ranking was bolstered by sweeping the No. 1 spot in the survey’s Large Utilities segment in the West region for all six survey components, Power Quality and Reliability, Billing and Payment, Corporate Citizenship, Price, Communications and Customer Service. Among all large utilities across the nation, SRP scored highest in customer satisfaction for the eighth time in the 15 years J.D. Power and Associates has conducted its study of residential customers. With a Customer Satisfaction Index score of 709 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 15 years.
It is the 14th time in the last 15 years that SRP scored the highest in the West among large electric utilities (500,000 or more residential customers). 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 654.
The 2013 Electric Utility Residential Customer Satisfaction Study was based on responses from about 103,000 online interviews conducted from July 2012 through May 2013 among residential customers of the 126 largest electric utility brands across the nation, which collectively represent more than 94 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 970,000 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.