26
June
2019
|
08:35 PM
America/Denver

J.D. Power: SRP ranks highest in customer satisfaction in West for 20th year

2019 Electric Utility Residential Customer Satisfaction Study results announced

Quick Facts:

-SRP is highest ranked in customer satisfaction in the West Large Utility region for the 20th time

-Electric customers ranked SRP as the top-performing Large utility in all six factors

-This is SRP’s 31st customer satisfaction award in the 21 years J.D. Power has surveyed residential and business customers

Salt River Project ranks highest in customer satisfaction in the western United States among Large electric utilities for the 20th time in the 21 years that J.D. Power has been surveying residential electric customers — and the 18th year in a row.

According to the 2019 Electric Utility Residential Customer Satisfaction Study, issued today by J.D. Power, electric customers gave SRP a Customer Satisfaction Index score of 790 on a 1,000-point scale – an eight-point improvement from 2018 and a 15-point gain from 2017. The Sacramento Municipal Utility District was second highest-ranked in the West with a 770 score.

The average score in 2019 in the West Large Utility region, which covers utilities in Arizona, California, Colorado, Idaho, Nevada, Oregon, Utah, Washington and Wyoming, is 713. The J.D. Power National Customer Satisfaction Index average score for of all electric utilities surveyed is 725.

SRP’s top ranking in the West Large region in the 2019 J.D. Power residential study marks its 31st award in the 21 years that J.D. Power has surveyed SRP’s residential and business customers. In J.D. Power’s Electric Utility Business Customer Satisfaction Study, announced in December, SRP also received the highest ranking from its business customers for the eighth time in the last 10 years.

Among the Large electric utilities with 500,000 or more residential households, customers ranked SRP as the top-performing utility nationwide in all six factors: Power Quality and Reliability, Pricing, Billing and Payment, Corporate Citizenship, Communications and Customer Service.

“Congratulations to SRP and its employees for providing consistently high-quality customer service for such a long period of time,” said Andrew Heath, J.D. Power senior director, Utilities Intelligence. “In the 21 years that we’ve been surveying electric utility customers across the nation, SRP is the first utility to have been the highest ranked in its region for 20 of those years.”

The 2019 Electric Utility Residential Customer Satisfaction Study is based on responses from 103,481 online interviews conducted by J.D. Power from July 2018 through May 2019 among residential customers of the 142 largest electric utility brands across the nation, which collectively represent more than 101 million households.

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.

Editors: More information on the 2019 Electric Utility Residential Customer Satisfaction study can be found at https://www.jdpower.com/business/press-releases/2019-electric-utility-residential-customer-satisfaction-study.

About SRP

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 is also the metropolitan area’s largest supplier of water, delivering about 800,000 acre-feet annually to municipal, urban and agricultural water users.