In a J.D. Power and Associates Report on Customer Satisfaction with Electric Utility Companies, dated 11 July 2012, they conclude:
The study finds that 82 percent of customers prefer to be proactively contacted during outages with information and updates.
“The more information electric utilities proactively provide during an outage, the higher customer satisfaction will likely be,” said Oberle. “Customers value being kept up to date and want to resume their lives as quickly as possible. Notifying them in a proactive manner ensures that they know the latest information and are kept apprised of their unique situation.”
Electronic Communication Yields Higher Satisfaction
Electric utility customer satisfaction averages 714 when utilities communicate with customers via electronic methods, 89 points above industry average. Satisfaction is notably higher among customers who use electronic billing and payment; are provided outage information by email, text or mobile applications; visit their electric utility company’s website; or recall a message sent to them via email, website or social media platform.
“Electronic communications offer many advantages to both energy utility companies and their customers,” said Oberle. “Not only are they extremely quick and cost-efficient, but they also enable utilities to tailor messages to targeted customers and allow customers to review them at their leisure. It is a win-win situation for both.”
Law says utilities must do more in outages
(Massachusetts)
POWER OUTAGES (S 2404): House 154-0, approved and the governor signed into law a bill regulating the actions of utility companies during and following power outages. The measure was filed in response to the slow reaction by power companies to widespread power outages across the state during Tropical Storm Irene last summer and the October 2011 snowstorm.
The bill requires public utility companies to provide thrice-daily estimates to customers on when electricity will be restored following a 24-hour damage assessment period. It also requires the companies to set up a well-staffed call center in Massachusetts during major storms.
Supporters said the bill would ensure the utility companies work as quickly as possible to restore power. They noted the lack of communication, the chaos and incidents in which people died or became seriously ill during prior lengthy outages.