Duke Energy ranks low in J. D. customer satisfaction study
The 2014 J. D. Power Electric Utility Residential Customer Satisfaction Study revealed Duke utilities secured three of the lowest five rankings in their latest survey of customers at 13 Utility companies in the Southern region of the country.
WILMINGTON, NC (WECT) -
A new study shows Duke Energy isn't doing a good job of satisfying its customers.
The study measures customer satisfaction by examining six factors: power quality and reliability; price; billing and payment; corporate citizenship; communications; and customer service.
Duke Energy: Carolinas, Progress, and Florida ranked below the regional average for large utilities for the second year in a row.
But, Jeff Conklin, senior director of the energy practice at J. D. Power, said in a press release that overall electric utility companies aren't keeping up with other service industries.
"Consumers are becoming more familiar with a higher level of service in their daily activities with other service providers [such as television and telecommunication] and, as a result, their expectations are rising," Conklin said.
The survey revealed overall satisfaction in the electric residential study is slowly growing at four index points per year, while industries such as television service providers increased by an average of 17 index points per year during the same time frame.