Consumers of gas and electricity in the United States are more satisfied with utility companies than they were last year, according to the American Customer Satisfaction Index’s (ACSI) 1st Quarter 2002 report. The ACSI measures customer satisfaction of the quality of goods and services in the Energy Utilities industry, as well as other industries.
Pacific Gas & Electric saw the greatest improvement in score, from 49 last year (out of 100) to 58 this year, a jump of 18 percent. However, the company finished last among the 28 utilities measured. Southern Co. (81), Allegheny Energy (80), PPL Corp. (80) and Duke Energy Corp. (79) led the companies in customer satisfaction, while Xcel Energy, Consolidated Edison, Sempra Energy, Reliant Energy and Edison International registered double-digit percentage increases in their ACSI scores.
The Gas and Electric companies measured by the ACSI report include: KeySpan (gas service only); Ameren; AlleghenyEnergy Inc.; Con Ed; Unicom (Commonwealth Edison Company); Dominion Resources Inc.; Energy East; PPL Corp.; Progress Energy; PSEG; PG&E Corp. (Pacific Gas & Electric Co.); NiSource Inc.; Sempra Energy; and Xcel.
The Electric Service companies measured by the ACSI report include: American Electric Power Company Inc.; Com Ed/Exelon; DTE Energy; Duke Energy; Entergy Corp.; FPL Group Inc.; First Energy/GPU; New England Electric System/Niagara Mohawk Power Corp.; Northeast Utilities; PECO Energy/Exelon; Pacificorp; Reliant Energy (Houston Industries); The Southern Company; SCE/Southern Cal Edison; and TXU (Texas Utilities Company Inc.).
The Index is produced by a partnership of the University of Michigan Business School, the American Society for Quality and CFI Group, and supported in part by Market Strategies Inc., a major corporate sponsor.
For additional information, please call Christine Lochemes at 414-272-8575.