Tag Archives: J.D. Power

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SRP ranks highest among residential customers

Salt River Project’s electric customers continue to give SRP higher marks for customer satisfaction, according to a study issued today by J.D. Power. With an increase of 8 index points from a year ago, SRP ranks highest for residential electric service in the western United States among Large electric utilities for the 14th consecutive year.

With a Customer Satisfaction Index score of 738 on a 1,000-point scale in this year’s ranking, it is the 16th time in 17 years (1999, 2000, 2002-2015) 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 Utility region, which covers utilities in Arizona, California, Colorado, Idaho, Nevada, Oregon, Utah, Washington and Wyoming, is 677.

SRP’s score was bolstered 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, Corporate Citizenship, Price, Communications and Customer Service.

The 2015 Electric Utility Residential Customer Satisfaction Study is based on responses from more than 102,000 online interviews conducted by J.D. Power from July 2014 through May 2015 among residential customers of the 140 largest electric utility brands across the nation, which collectively represent more than 96 million households.

SRP’s top ranking in West Large region in the 2015 J.D. Power residential study marks its 24th award in the first 17 years that J.D. Power has surveyed SRP’s residential and business customers.

In addition to today’s announcement of the 2015 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 second consecutive year and the fifth time in the last six years SRP was ranked highest among Large utilities in the West in the Electric Utility Business Customer Satisfaction Study.

SRP in the past year has enhanced its website, www.srpnet.com, making it easier for customers to use from any mobile device. Among the most popular recent additions has been improved access to more information about power outages in their neighborhoods and throughout the Valley.

During monsoon season, for example, SRP already is communicating to customers via the web and mobile devices information about outages, estimates on when the power will be restored and – when possible – the cause of the outage. By signing up for a notification on My Account, SRP’s online management tool, customers are now also able to be alerted via email or text when their home is in an area where an outage has occurred as well as when the power is restored.

energy policies

SRP Ranked No. 1 in Performance by J.D. Power

Salt River Project’s electric customers continue to give SRP higher marks for customer satisfaction, according to a report issued today by J.D. Power. With an increase of 21 performance points from a year ago, SRP ranks highest for residential electric service in the western United States among Large electric utilities for the 13th consecutive year.

With a Customer Satisfaction Index score of 730 on a 1,000-point scale in this year’s ranking, it is the 15th time in 16 years (1999, 2000, 2002-2014) 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 Utility region, which covers utilities in Arizona, California, Colorado, Idaho, Montana, Nevada, New Mexico, Oregon, Utah, Washington and Wyoming, is 657.

SRP’s score was bolstered by ranking highest in the study’s Large Utilities segment in the West region for all six components, Power Quality and Reliability, Billing and Payment, Corporate Citizenship, Price, Communications and Customer Service.

The 2014 Electric Utility Residential Customer Satisfaction Study is based on responses from more than 104,000 online interviews conducted from July 2013 through May 2014 among residential customers of the 138 largest electric utility brands across the nation, which collectively represent more than 96 million households. More information on the Electric Utility Residential Customer Satisfaction study can be found at http://www.jdpower.com/press-releases/2014-electric-utility-residential-customer-satisfaction-study.

Today’s announcement was the second in the last week by J.D. Power in which SRP was recognized. On July 9, SRP was recognized for contact center operation customer satisfaction excellence under the J.D. Power Certified Contact Center Program. The Certified Contact Center Program distinction acknowledged a strong commitment by SRP’s service contact center operations to provide “An Outstanding Customer Service Experience.” SRP achieved certification for the live phone channel (ninth consecutive year), including interactive voice response (IVR) routing and customer service representative (CSR), as well as for the IVR self-service and Web self-service channels (first year, respectively). For J.D. Power 2014 Contact Center Certification Information, visit jdpower.com.

SRP is the largest provider of electricity to the greater Phoenix metropolitan area, providing electric service to more than 990,000 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.