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Electric utilities improve customer satisfaction

SMUD citations appear on Pages 2 and
J.D. Power and Associates Reports:
Electric Utilities Improve Customer Satisfaction

Utilities in the South Maintain Power Reliability Ratings, Despite Four Hurricanes in 2004 WESTLAKE VILLAGE, Calif.: 21 July 2005 —Overall customer satisfaction improves among residential
customers served by the nation’s 78 largest electric utilities, according to the J.D. Power and Associates 2005
Electric Utility Residential Customer Satisfaction StudySM released today.
The Customer Satisfaction Index is now at 99 points—up from 98 points in 2004. The index’s baseline of 100points was established in the 2002 study. Overall customer satisfaction is based on performance in five factors:power quality and reliability; company image; price and value; billing and payment; and customer service.
Utilities are ranked in four geographical regions as well as in a segment for medium-sized utilities.
“Utilities have continued the dramatic improvement in their operational functions, with improved ratings in powerquality and reliability and customer service,” said Alan Destribats, executive director of the utility practice at J.D.
Power and Associates. “However, ratings for price and value have fallen this year as customer-reported electricspending continues to be on the upswing and many utilities filed for rate increases for the first time in years.” Customers report spending more on electricity for the third consecutive year. Average monthly bills haveincreased from $99 in 2002 to $109 this year. The Midwestern Region registers the lowest average monthlyelectric utility bill at $95.
Although four hurricanes in August and September 2004 caused considerable increases in customer-reportedpower outages in the Southern Region, utilities were able to maintain the same ratings in the area of power qualityand reliability in last year’s study. The Eastern Region bounced back from the customer satisfaction dropexperienced after the 2003 Northeast Blackout, improving 2 index points overall and 5 index points in powerquality and reliability compared to 2004.
The study also finds that more customers now use the Internet to review and pay their utility bills. The percentageof households that visited their electric utility’s Web site at least once in the last 12 months has increased from 13percent in 2004 to 17 percent this year. The number of customers who typically pay their utility bills online hasincreased from 7 percent in 2004 to 11 percent this year.
Eastern Region
PPL Electric Utilities ranks highest in the Eastern Region for the fifth consecutive year and for the sixth time in
seven years with an index score of 108. PPL receives particularly high ratings from customers in four of the five
components: power quality and reliability; company image; price and value; and billing and payment. Also
performing well in the region are Energy East, Baltimore Gas and Electric, Allegheny Power, and the Potomac
Electric Power Company.
Midwestern Region
LG&E Energy ranks highest in the Midwestern Region with a score of 112. LG&E ranks highest for the sixth
time in seven years. LG&E outperforms all other utilities in the region in four of the five components: powerquality and reliability; company image, price and value; and billing and payment. Also performing well in theregion are MidAmerican, Cinergy, and Alliant Energy.
Southern Region
Duke Power improves seven points over 2004 to rank highest in overall customer satisfaction in the Southern
Region with a score of 109. Duke performs particularly well in the region in price and value; billing and
payment; and power quality and reliability. Also performing well are Oklahoma Gas and Electric, Southern
Company, Progress Energy, and City Public Service of San Antonio.
Western Region
For the sixth time in seven years, Salt River Project ranks highest in the Western Region, with a score of 115.
Salt River receives the highest ratings in the region in every component. Also performing well in the region are
Arizona Public Service, Sacramento Municipal Utility District, PacifiCorp, and Portland General Electric.
Medium-Size Utilities (serving between 160,000 and 400,000 customers each)
Omaha Public Power District (OPPD) ranks highest in the Medium-Size Utilities segment for the fourth
consecutive year. With an overall customer satisfaction index of 116, OPPD receives the highest index score in
the study. Also performing well in this segment are Pedernales Electric Cooperative, Cleco Power, Colorado
Springs Utilities, and Nashville Electric.
The study results are based on customer responses from more than 26,700 telephone interviews conducted fromApril 7, 2005 through June 5, 2005 among residential customers of the 78 largest electric utilities across thecontinental United States.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing
information services firm operating in key business sectors including market research, forecasting, consulting,
training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from
millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies is a global information services provider meeting worldwide
needs in the financial services, education and business information markets through leading brands such as
Standard & Poor’s, BusinessWeek and McGraw-Hill Education. The Corporation has more than 280 offices in 37
countries. Sales in 2004 were $5.3 billion. Additional information is available at
J.D. Power and Associates Media Relations Contacts:
John Tews
No advertising or other promotional use can be made of the information in this release without the express priorwritten consent of J.D. Power and Associates. J.D. Power and Associates
2005 Electric Utility Residential
Customer Satisfaction StudySM
Eastern Region
PPL Electric Utilities
Energy East
Baltimore Gas & Electric
Allegheny Power
Potomac Electric Power Company
Conectiv
Duquesne Light
Exelon-PECO
EASTERN REGION AVERAGE
FirstEnergy-East
National Grid USA
Northeast Utilities
Con Edison
Public Service Electric and Gas
Long Island Power Authority
NSTAR Electric
Source: J.D. Power and Associates 2005 Electric Utility Residential Customer Satisfaction StudySM Charts and graphs extracted from this press release must be accompanied by a statement identifying J.D. Power and Associates as the publisher and the J.D. Power and Associates 2005 Electric Utility Residential Customer Satisfaction StudySM as the source. No advertising or other promotional use can be made of the information in this release or J.D. Power and Associates survey results without the express prior written consent of J.D. Power and Associates. J.D. Power and Associates
2005 Electric Utility Residential
Customer Satisfaction StudySM
Midwestern Region
LG&E Energy
MidAmerican Energy
Alliant Energy
Indianapolis Power & Light
Xcel Energy-Midwest
Consumers Energy
Kansas City Power & Light
AEP-Midwest
MIDWESTERN REGION AVERAGE
Detroit Edison
Dayton Power and Light
Exelon-ComEd
FirstEnergy-Midwest
We Energies
Source: J.D. Power and Associates 2005 Electric Utility Residential Customer Satisfaction StudySM Charts and graphs extracted from this press release must be accompanied by a statement identifying J.D. Power and Associates as the publisher and the J.D. Power and Associates 2005 Electric Utility Residential Customer Satisfaction StudySM as the source. No advertising or other promotional use can be made of the information in this release or J.D. Power and Associates survey results without the express prior written consent of J.D. Power and Associates. J.D. Power and Associates
2005 Electric Utility Residential
Customer Satisfaction StudySM
Southern Region
Duke Power
Oklahoma Gas and Electric
Southern Company
Progress Energy
City Public Service San Antonio
Florida Power & Light
SOUTHERN REGION AVERAGE
Dominion Virginia Power
AEP-South
TXU Energy
South Carolina Electric & Gas
Tampa Electric
Reliant Energy
Source: J.D. Power and Associates 2005 Electric Utility Residential Customer Satisfaction StudySM Charts and graphs extracted from this press release must be accompanied by a statement identifying J.D. Power and Associates as the publisher and the J.D. Power and Associates 2005 Electric Utility Residential Customer Satisfaction StudySM as the source. No advertising or other promotional use can be made of the information in this release or J.D. Power and Associates survey results without the express prior written consent of J.D. Power and Associates. J.D. Power and Associates
2005 Electric Utility Residential
Customer Satisfaction StudySM
Western Region
Salt River Project
Arizona Public Service
Sacramento Municipal Utility District
PacifiCorp
Portland General Electric
Southern California Edison
Puget Sound Energy
WESTERN REGION AVERAGE
L.A. Dept. of Water and Power
San Diego Gas & Electric
Xcel Energy-West
Pacific Gas and Electric
Sierra Pacific Resources
Source: J.D. Power and Associates 2005 Electric Utility Residential Customer Satisfaction StudySM Charts and graphs extracted from this press release must be accompanied by a statement identifying J.D. Power and Associates as the publisher and the J.D. Power and Associates 2005 Electric Utility Residential Customer Satisfaction StudySM as the source. No advertising or other promotional use can be made of the information in this release or J.D. Power and Associates survey results without the express prior written consent of J.D. Power and Associates. J.D. Power and Associates
2005 Electric Utility Residential
Customer Satisfaction StudySM
Medium-Size Utilities
(Between 160,000 and 400,000 Customers)
Omaha Public Power District
Pedernales Electric Cooperative
Cleco Power
Colorado Springs Utilities
Nashville Electric Service
Seattle City Light
El Paso Electric
Jacksonville Electric Authority
Tucson Electric Power
Wisconsin Public Service
Public Service Co. of New Mexico
Snohomish County PUD
Central Hudson Gas & Electric
MEDIUM-SIZE UTILITIES AVERAGE
Austin Energy
Avista Utilities
Idaho Power
Westar Energy
United Illuminating
NorthWestern Energy
Northern Indiana Public Service Co.
Memphis Light, Gas & Water
Source: J.D. Power and Associates 2005 Electric Utility Residential Customer Satisfaction StudySM Charts and graphs extracted from this press release must be accompanied by a statement identifying J.D. Power and Associates as the publisher and the J.D. Power and Associates 2005 Electric Utility Residential Customer Satisfaction StudySM as the source. No advertising or other promotional use can be made of the information in this release or J.D. Power and Associates survey results without the express prior written consent of J.D. Power and Associates.

Source: http://crank.dcn.davis.ca.us/orgs/localpower/JDPower%20PR%207-21-05.pdf

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