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Customer Satisfaction

I Can HelpWe have work to do to achieve our goal of top quartile customer satisfaction in all markets we serve by 2012. Among business customers that spend between $500 and $50,000 monthly on electricity, we ranked in the second quartile in the South and the third quartile in the Midwest, according to the Feb. 2008 J.D. Power and Associates Electric Utility Business Customer Satisfaction Study.

The Key Accounts National Benchmark survey, conducted by TQS Research Inc., is based on interviews with each utility company’s largest customers, which are usually major manufacturers and institutions. Duke Energy ranked fifth best overall in the U.S. in the August 2007 study. While the survey is based on the entire company, the results indicate that Duke Energy Carolinas would have ranked second in the South. Duke Energy Ohio/ Kentucky and Duke Energy Indiana would have ranked second and third, respectively, in the Midwest.

Residential customer satisfaction results were mixed in 2007. In the July 2007 J.D. Power and Associates Electric Utility Residential Customer Satisfaction Study, Duke Energy ranked in the top quartile in the South and the third quartile in the Midwest.

We have several major initiatives to improve customer satisfaction.

  • Improve service reliability for our customers: We plan to significantly increase our investments to modernize poorly performing distribution circuits. And, we plan to improve outage-related customer communications.
  • Partner with customers to lower and manage their bills: From innovative partnerships with retailers, to expanding our energy saving product offerings, to new ways to engage customers, we are aggressively pursuing energy efficiency options to meet future growth and to increase the energy value delivered to our customers.
  • Broaden our internal “I Can Help” program: Every employee now has access to telephone or e-mail resources to make sure he or she can quickly and satisfactorily address customer questions and needs.