For the second time in three years, Oklahoma Gas and Electric Co. has risen to the top of its region in a residential customer satisfaction study by J.D. Power.
OG&E amassed 683 points in the annual survey, which measures customer satisfaction by considering factors ranging from power quality and reliability to corporate citizenship. That is up 31 points from last year, when OG&E ranked third among large utilities in the south region.
OG&E's gain was among the largest in the country, said John Hazen, senior director of the energy practice at J.D. Power. He said the company's efforts to manage customers' electricity use and costs helped it score above the regional average in the price satisfaction category.
OG&E CEO Pete Delaney said the company's status as the top large utility in the region is a tribute to its employees' customer service efforts.
“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,” said Pete Delaney, CEO of OG&E's parent company. “Through this award, our residential customers are saying we're continuing to achieve that goal.”
The study's results are based on interviews with more than 100,000 utility customers nationwide.
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.”
CEO of OG&E's parent company