08:46 AM

SRP Ranks Highest in West Large Region for 21st Year

J.D. Power Announces its 2020 Electric Utility Residential Customer Satisfaction Study

Salt River Project ranks highest in customer satisfaction in the western United States among Large electric utilities for the 21st time in the 22 years that J.D. Power has been surveying residential electric customers — and the 19th year in a row.

According to the 2020 Electric Utility Residential Customer Satisfaction Study, issued today by J.D. Power, electric customers gave SRP a Customer Satisfaction score of 806 on a 1,000-point scale – that is a 16-point gain from 2019. The Sacramento Municipal Utility District was second highest ranked utility in the West with a 783 score.

The average score in 2020 in the West Large Utility region, which covers utilities in Arizona, California, Colorado, Idaho, Nevada, Oregon, Utah, Washington and Wyoming, is 741. The J.D. Power National Customer Satisfaction Index average score for of all electric utilities surveyed is 751.

SRP’s top ranking in the West Large region in the 2020 J.D. Power residential study marks its 47th award in the 22 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 earlier this month, SRP ranked second, just narrowly being bested by Idaho Power by 21 points.

Among the Large electric utilities (500,000+ households), customers ranked SRP as the top-performing utility nationwide in three of the six factors that make up the Customer Satisfaction score: Power Quality and Reliability, Corporate Citizenship and Customer Care. On the other three factors: Price, Billing and Payment and Communications, SRP ranked a close second behind Florida Power and Light.

The 2020 Electric Utility Residential Customer Satisfaction Study is based on responses from 96,546 online interviews conducted by J.D. Power from January through November 2020 among residential customers of 143 electric utility brands across the nation, which represent more than 100 million households.

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.