Oklahoma Gas and Electric Co. finishes third in customer satisfaction survey
Oklahoma Gas and Electric Co. dropped from first to third in a J.D. Power and Associate's annual residential customer satisfaction study.
Oklahoma Gas and Electric Co. dipped to third in the south region in the latest residential customer satisfaction study by J.D. Power and Associates, but the company is pleased with its efforts to improve customer service.
OG&E spokeswoman Kathleen O'Shea noted scores were down in this year's survey on power quality and reliability, but she wasn't sure why OG&E lost 17 points from last year.
The Oklahoma City-based utility was first in its region last year, but had to settle for a third-place tie this year.
Andrew Heath, senior director in J.D. Power's energy practice, said the study considered six factors, but price was the one that hurt OG&E the most.
He said customers reported “notably higher bills” this year, likely as a result of increased electricity usage during the record hot summer of 2011.
OG&E earned 652 points in this year's study, nine less than region leader Texas' CPS Energy. The regional average was 643.
O'Shea said OG&E has received fewer bill complaints since it began adding “smart” meters. The company also has tried to communicate with customers more about power outages, using social media to share information.
“I think we're doing a lot of things to improve customer service,” O'Shea said. “Weather is a thing we haven't been able to figure out yet.”