J.D. Power Study: SRP Scores Highest in 5 of 6 Performance Factors in Region
Published July 15, 2016
PAGE, ARIZONA – 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 a Customer Satisfaction Index score of 730 on a 1,000-point scale in this year’s ranking, SRP ranks highest for residential electric service in the western United States among Large electric utilities for the 15th consecutive year.
SRP manages Navajo Generating Station on the Navajo Nation outside of Page, Arizona, Some 91 percent of its employees are Navajo preference.
In the 18 years that J.D. Power has surveyed electric utility customers, SRP scored the highest in the West among large electric utilities (500,000 or more residential customers) 17 times (1999, 2000, 2002-2016). The average score in the West Large Utility region, which covers utilities in Arizona, California, Colorado, Idaho, Nevada, Oregon, Utah, Washington and Wyoming, is 684, four points above the national Customer Satisfaction Index of all 137 electric utilities and cooperatives studied.
SRP’s score was bolstered by ranking highest in the study’s Large Utilities segment in the West region for five of the six factors, Power Quality and Reliability, Billing and Payment, Price and Communications and Customer Service. Nationally, SRP had the highest score among Large electric utilities in the Power Quality and Reliability, Customer Service categories and tied with Florida Power & Light for the top Billing and Payment score.
The 2016 Electric Utility Residential Customer Satisfaction Study is based on responses from 101,138 online interviews conducted by J.D. Power from July 2015 through May 2016 among residential customers of the 137 largest electric utility brands across the nation, which collectively represent more than 97.7 million households.
SRP’s top ranking in West Large region in the 2016 J.D. Power residential study marks its 25th award in the first 18 years that J.D. Power has surveyed SRP’s residential and business customers.
In addition to today’s announcement of the 2016 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 third consecutive year and the sixth time in the last seven years SRP was ranked highest among Large utilities in the West in the 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.
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