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Electric Utility Residential Customer Satisfaction Increases in 2019, J.D. Power FindsIncreasing Customer Awareness of Community Involvement Key in SatisfactionCOSTA MESA, Calif.: 26 June 2019 — Overall customer satisfaction is up among electric utility residentialcustomers in 2019, with the top utilities focusing their efforts on improving reliability and oncommunicating their ongoing community involvement efforts, according to the J.D. Power 2019 ElectricUtility Residential Customer Satisfaction Study.SM“Utility customers want their power to stay on and to see their utility involved in their local communities andthe top performers do an excellent job of both,” said John Hazen, Senior Director of the Energy Practice atJ.D. Power. “Many of the lower performing brands need to do a better job of communicating theircommunity involvement efforts such as employee volunteering and local donations/sponsorships. Thiscommunication has shown to affect consumer awareness and satisfaction.”Study Results Cooperatives Segment: GreyStone PowerEast Large Segment: PPL Electric UtilitiesEast Midsize Segment: Delmarva PowerMidwest Large Segment: MidAmerican EnergyMidwest Midsize Segment: Kentucky UtilitiesSouth Large Segment: Georgia PowerSouth Midsize Segment: EPBWest Large Segment: SRPWest Midsize Segment: Clark Public UtilitiesThe 2019 Electric Utility Residential Customer Satisfaction Study is based on responses from 103,481online interviews conducted from July 2018 through May 2019 among residential customers of the 142largest electric utility brands across the United States, which represent more than 101 million households.For more information about the Electric Utility Residential Customer Satisfaction Study, udy.See the online press release at http://www.jdpower.com/pr-id/2019100.J.D. Power is a global leader in consumer insights, advisory services and data and analytics. Thesecapabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability.Established in 1968, J.D. Power has offices serving North America, South America, Asia Pacific andEurope.Media Relations ContactsGeno Effler; Costa Mesa, Calif.; 714-621-6224; media.relations@jdpa.comJohn Roderick; St. James, N.Y.; 631-584-2200; john@jroderick.comAbout J.D. Power and Advertising/Promotional Rules: ase-info###NOTE: Nine charts follow.jdpower.com/business
Year / Project / Study NameJ.D. Power2019 Electric Utility Residential Customer Satisfaction StudySMCustomer Satisfaction Index RankingCooperatives Segment(Based on a 1,000-point scale)GreyStone Power819SECO Energy815Jackson EMC801Sawnee EMC800NOVEC786Walton EMC785Southern Maryland Electric Cooperative784Cobb EMC783Pedernales Electric779Clay Electric Cooperative777CoServ775Cooperatives Average772Middle Tennessee EMC769Connexus Energy766EnergyUnited756Great Lakes Energy753Rappahannock Electric Cooperative749DEMCO744Intermountain Rural Electric Assoc.743Withlacoochee River Electric Cooperative740South Central Power734Lee County Electric Cooperative724Source: J.D. Power 2019 Electric Utility Residential Customer Satisfaction StudySMCharts and graphs extracted from this press release for use by the media must be accompanied by a statement identifyingJ.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study NameJ.D. Power2019 Electric Utility Residential Customer Satisfaction StudySMCustomer Satisfaction Index RankingEast Region: Large Segment(Based on a 1,000-point scale)PPL Electric Utilities752BGE742PSE&G742PECO739Duquesne Light722Con Edison721West Penn Power720Pepco714East Large Average710Penelec709Jersey Central Power & Light698PSEG Long Island695National Grid691Appalachian Power689NYSEG688EversourceCentral Maine Power680637Source: J.D. Power 2019 Electric Utility Residential Customer Satisfaction StudySMCharts and graphs extracted from this press release for use by the media must be accompanied by a statement identifyingJ.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study NameJ.D. Power2019 Electric Utility Residential Customer Satisfaction StudySMCustomer Satisfaction Index RankingEast Region: Midsize Segment(Based on a 1,000-point scale)Delmarva Power727Penn Power718Potomac Edison716Met-Ed713Green Mountain Power710Atlantic City Electric709East Midsize Average702Rochester Gas & Electric699Central Hudson Gas & Electric691Mon Power688United Illuminating673Orange & Rockland672Emera Maine644Source: J.D. Power 2019 Electric Utility Residential Customer Satisfaction StudySMCharts and graphs extracted from this press release for use by the media must be accompanied by a statement identifyingJ.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study NameJ.D. Power2019 Electric Utility Residential Customer Satisfaction StudySMCustomer Satisfaction Index RankingMidwest Region: Large Segment(Based on a 1,000-point scale)MidAmerican Energy760Xcel Energy751DTE Energy745Consumers Energy742Duke Energy742AEP Ohio737Ameren Illinois736Midwest Large Average732ComEd728Ameren Missouri728Ohio Edison724We Energies724Indiana Michigan Power723Alliant Energy718The Illuminating Company713Westar Energy710KCP&L695Source: J.D. Power 2019 Electric Utility Residential Customer Satisfaction StudySMCharts and graphs extracted from this press release for use by the media must be accompanied by a statement identifyingJ.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study NameJ.D. Power2019 Electric Utility Residential Customer Satisfaction StudySMCustomer Satisfaction Index RankingMidwest Region: Midsize Segment(Based on a 1,000-point scale)Kentucky Utilities763Wisconsin Public Service746Madison Gas & Electric745Lincoln Electric System742Louisville Gas & Electric739Dayton Power & Light734Minnesota Power728Omaha Public Power District726Midwest Midsize Average726Indianapolis Power & Light722Toledo Edison717NIPSCO714Otter Tail Power Company712Empire District Electric681Kentucky Power651Vectren648Source: J.D. Power 2019 Electric Utility Residential Customer Satisfaction StudySMCharts and graphs extracted from this press release for use by the media must be accompanied by a statement identifyingJ.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study NameJ.D. Power2019 Electric Utility Residential Customer Satisfaction StudySMCustomer Satisfaction Index RankingSouth Region: Large Segment(Based on a 1,000-point scale)Georgia Power766Florida Power & Light764OG&E762Alabama Power751CPS Energy749Entergy Louisiana747South Large Average742Entergy Arkansas735Dominion Energy729Duke Energy Progress727Duke Energy Carolinas725Tampa Electric725Duke Energy FloridaSouth Carolina Electric & Gas (nowDominion)715687Source: J.D. Power 2019 Electric Utility Residential Customer Satisfaction StudySMCharts and graphs extracted from this press release for use by the media must be accompanied by a statement identifyingJ.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study NameJ.D. Power2019 Electric Utility Residential Customer Satisfaction StudySMCustomer Satisfaction Index RankingSouth Region: Midsize Segment(Based on a 1,000-point scale)EPB804Entergy Mississippi767Mississippi Power761OUC761JEA756Public Service Co. of Oklahoma753Xcel Energy752Gulf Power748Santee Cooper736Entergy Texas735City of Tallahassee734South Midsize Average733Cleco Power728Southwestern Electric Power727Austin Energy721Lakeland Electric709Huntsville Utilities704NES703Knoxville Utilities BoardEntergy New OrleansMLGW692680666Source: J.D. Power 2019 Electric Utility Residential Customer Satisfaction StudySMCharts and graphs extracted from this press release for use by the media must be accompanied by a statement identifyingJ.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study NameJ.D. Power2019 Electric Utility Residential Customer Satisfaction StudySMCustomer Satisfaction Index RankingWest Region: Large Segment(Based on a 1,000-point scale)SRP790SMUD770Portland General Electric748Puget Sound Energy732Xcel Energy728Rocky Mountain Power727Southern California Edison726Pacific Power724NV Energy714West Large Average713San Diego Gas & Electric691Pacific Gas and Electric682APS680L. A. Dept. of Water & Power680Source: J.D. Power 2019 Electric Utility Residential Customer Satisfaction StudySMCharts and graphs extracted from this press release for use by the media must be accompanied by a statement identifyingJ.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study NameJ.D. Power2019 Electric Utility Residential Customer Satisfaction StudySMCustomer Satisfaction Index RankingWest Region: Midsize Segment(Based on a 1,000-point scale)Clark Public Utilities796Idaho Power768Anaheim Public Utilities758Imperial Irrigation District756Colorado Springs Utilities745Tacoma Power738Snohomish County PUD735Montana-Dakota Utilities731Tucson Electric Power728West Midsize Average725Avista722NorthWestern Energy713Seattle City Light713PNM695El Paso Electric693Hawaiian Electric692Black Hills Energy688Source: J.D. Power 2019 Electric Utility Residential Customer Satisfaction StudySMCharts and graphs extracted from this press release for use by the media must be accompanied by a statement identifyingJ.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.
Electric Utility Residential Customer Satisfaction Increases in 2019, J.D. Power Finds . Atlantic City Electric East Midsize Average Rochester Gas & Electric Central Hudson Gas & Electric . Austin Energy Lakeland Electric Huntsville Utilities NES Knoxville Utilities Board Entergy New Orleans
