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Oklahoma Gas and Electric Co. tops customer satisfaction study

Oklahoma Gas and Electric Co. returned to the top in J.D. Power's latest residential customer satisfaction study. It is the top-ranked large utility in the south region.
BY JAY F. MARKS jmarks@opubco.com Modified: July 17, 2013 at 8:34 pm •  Published: July 17, 2013
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Tulsa-based Public Service Co. of Oklahoma earned 640 points, which ranked in the bottom third of mid-size utilities in the region.

PSO spokesman Stan Whiteford said the company was encouraged by its improved score, part of a trend that has seen PSO add nearly 50 points over the past five years.

“However, we're not satisfied and will continue to focus our efforts on doing the things that address our customers' needs,” he said. “That primarily means providing reliable service at a reasonable cost.”

The overall satisfaction score for residential customers was 639 on a 1,000-point scale, up 14 points from 2012.

“In addition to improving outage communication, electric utilities have made great strides in improving customer perceptions regarding billing and payment,” said Jeff Conklin, senior director of J.D. Power's energy practice. “With such a dramatic increase in billing and payment satisfaction in the 2013 study, it's clear that the electric utilities have listened to the voice of the customer by providing them with many choices to receive and pay their bill and with improved information on their billing statements.”


This award is a demonstration of our goal of consistently maintaining a customer focus in everything we do, from the generation and delivery of reliable power to the design of programs, such as SmartHours, and the delivery of quality customer service.”

Pete Delaney,
CEO of OG&E's parent company

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