Oklahoma Gas and Electric Co. has taken the top regional honor for the third year in J.D. Power’s survey of electric utility residential consumer satisfaction.
OG&E, competing in the large utility category in the south region, received an overall score of 710 out of 1,000 points. It was followed by Alabama Power and Georgia Power, both units of Southern Co.
OG&E’s score was up from 696 in the 2014 survey and 683 in 2013. This year, the utility came in third nationally in the large utility segment, and 12th among utilities of all sizes.
“I’m very proud of our employees who made this recognition possible,” said Sean Trauschke, president and CEO of OGE Energy Corp., the utility’s parent company. “This award is a testament of how we strive for consistently maintaining a customer focus in everything we do.”
OG&E has expanded customer service in areas such as SmartHours, energy-efficiency programs and a new website with more self-service options, said spokeswoman Kathleen O’Shea.
Tulsa’s Public Service Co. of Oklahoma came in 20th place in the midsize segment for utilities in the south. It had an overall score of 684.
PSO has showed continued improvement in its overall score, said spokesman Stan Whiteford. The utility is up 92 points since 2009. PSO scored 649 last year and 640 in 2013.
“We’re pleased that we continue to score higher with our customers in that survey,” he said. “We always welcome the opportunity to communicate with our customers about how we can help with their service and make sure they are aware of the information that helps them lower their bills.”
The J.D. Power survey looks at six factors: power quality and reliability; price; billing and payment; corporate citizenship; communications; and customer service.
With an average score of 668, J.D. Power said overall satisfaction with electric utilities by residential consumers showed a 21-point improvement from 2014. Much of that was from a 33-point increase in communications, to 625, and a 35-point improvement in price (595).
The survey found billing and payment satisfaction is higher for customers getting bill alerts.
The survey found 62 percent of residential customers perceive their electric utility to be a good corporate citizen that supports economic development, while 32 percent were aware of their local utility’s efforts to improve its impact on the environment.
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