The J.D. Power study measures customer satisfaction with electric utilities by examining six key factors, which cover all areas of utility operations: power quality and reliability; price; billing and payment; corporate citizenship; communications and customer service. In all of these categories, customers gave Clark Public Utilities the highest score in the West midsize segment.
“For those of us who have been longtime proponents of public power, it’s no surprise that our PUD, and the reliable, at-cost power it provides, is much appreciated,” said Jim Malinowski, president of the Clark Public Utilities board of commissioners. “Staff of this utility is genuinely committed to doing what’s best for the customers and local business community here in Clark County and recognition like this from J.D. Power is just a reflection of that ongoing work.”
J.D. Power designs and finances the study, a standardised measure of satisfaction available for the electric residential utility industry. More than 104,000 residential electric utility customers throughout the U.S. responded online to the study. Based on these responses, the study compared 138 electric utility brands, collectively serving over 100 million households.
“While it’s called customer satisfaction by J.D. Power, it’s important for us on the board to remember that this survey measures every area of utility operations, not just customer service,” Malinowski said. “Some of the most heavily weighted areas are related to reliability and the work of line crews and engineers, and the billing functions. It doesn’t matter how friendly or helpful we are if we can’t get the basics right, and I’m very proud to represent customers of such a well-run, quality organisation.”