CUSTOMERS RANK DUKE POWER HIGHEST IN CUSTOMER SATISFACTION IN SOUTHERN UNITED STATES
Call Center Receives Certification
CHARLOTTE, N.C. – Duke Power ranks highest in customer satisfaction with residential electric service in the southern United States according to the J.D. Power and Associates’ 2005 Electric Utility Residential Customer Satisfaction Study.
Duke Power also ranked No. 1 in the Southeast for customer satisfaction with large manufacturing and institutional customers, and No. 3 nationally in the 2005 Key Account National Benchmark Survey conducted by TQS Research Inc.
“We’ve been focused on meeting the individual needs of our customers and are delighted they have noticed the hard work of our employees and the difference it’s making in our overall customer service,” said Sandra Meyer, Duke Power’s group vice president of customer service, sales and marketing. “We value our customers’ feedback and appreciate their business.”
The J.D. Power and Associates study is based on interviews with approximately 26,000 residential customers of the largest 78 electric utilities across the nation. Five factors comprise overall customer satisfaction in the study: power quality and reliability, customer service, company image, billing and payment, and price and value.
TQS Research Inc. of Atlanta conducts extensive interviews with plant sites of manufacturing facilities with electricity demand more than 1,000 kilowatts and large hospitals and universities. The survey benchmarks 60 electric utilities to determine overall customer satisfaction.
“Our associates are dedicated to providing reliable, safe, courteous service every day,” Meyer continued. “We know our customers want seamless service, and we’ve just implemented a new program called ‘I Can Help’ to provide employees and contractors information to assist customers even more.”
“Our customers want us to get it right the first time, take ownership and follow through,” added Don Hollifield, a power delivery zone manager at Duke Power. “We know that customers’ expectations continue to rise, and rightly so,” Hollifield explained. “In the race for customer satisfaction, there is no finish line.”
For more information about J.D. Power and Associates, visit their Web site at www.jdpower.com.
Duke Power, a business unit of Duke Energy, is one of the nation’s largest electric utilities and provides safe, reliable, competitively priced electricity and value-added products and services to more than 2 million customers in North Carolina and South Carolina. The company operates three nuclear generating stations, eight coal-fired stations, 31 hydroelectric stations and numerous combustion turbine units. Total system generating capability is approximately 19,900 megawatts. More information about Duke Power is available on the Internet at: http://www.dukepower.com.
Duke Energy is a diversified energy company with a portfolio of natural gas and electric businesses, both regulated and unregulated, and an affiliated real estate company. Duke Energy supplies, delivers and processes energy for customers in the Americas. Headquartered in Charlotte, N.C., Duke Energy is a Fortune 500 company traded on the New York Stock Exchange under the symbol DUK. More information about the company is available on the Internet at: http://www.duke-energy.com.