Utilities get highest marks in combined gas, electric group
For the seventh consecutive year, PPL Corporation’s (NYSE: PPL) Pennsylvania-based utilities ranked highest in customer satisfaction among combined electric and gas utilities in the American Customer Satisfaction Index™.
Each year, the University of Michigan’s ACSI measures customer satisfaction with more than 200 of the largest companies in more than 40 industries.
“We know how much the people of central and eastern Pennsylvania count on us,” said David G. DeCampli, president of PPL Electric Utilities. “We’re pleased our customers have expressed their confidence in us, and we’re committed to being there for them when they need us the most.”
ACSI measures customer satisfaction on a 100-point scale. In the index’s combined electric and gas category, PPL’s utilities received an 81, higher than 17 of the largest utilities with both electric and gas delivery operations. The average for all utilities studied, including those in electric only and gas only categories, was 73.
Only two other companies in all of the service industries ranked this quarter — one an electric only utility and the other an overnight package delivery service — received higher scores than PPL Electric Utilities. This quarter’s ACSI rankings included more than 80 companies in the utility, wireless communication, cable and satellite television, airline, hotel, restaurant and package delivery industries.
DeCampli said the company’s own research and independent studies such as ACSI help the company gauge how well it’s doing, understand customer expectations and identify ways to improve service. This is the seventh year that PPL has been included in ACSI.
PPL Electric Utilities is a subsidiary of PPL Corporation and provides electric delivery service to about 1.4 million customers in 29 Pennsylvania counties.
PPL Gas Utilities, also a subsidiary of PPL Corporation, provides natural gas delivery service to 75,000 homes and businesses in 34 Pennsylvania counties and a small portion of Maryland.