MEDIA ADVISORY
SRP highest-ranked in West with residential customers
Receives 2009 J.D. Power and Associates Distinction for Electric Utilities
In a report issued today by J.D. Power and Associates, Phoenix-based SRP scored highest in customer satisfaction for residential electric service among large utilities in the western United States.
It is the 10th time in 11 years SRP has been honored as the top-rated power company in customer satisfaction in the West. SRP also scored highest in the nation for residential customer satisfaction among large utilities and is the only electric utility that has been ranked among the top 10 in the nation by J.D. Power and Associates in all 11 of the years it has conducted the study.
Based on nearly 80,000 online interviews from residential electric utility customers throughout the U.S., the study compared all 121 large- and mid-sized electric utilities.
SRP's overall top ranking is based on its strength in customer service, power quality and reliability, price, communications, billing and payment, and corporate citizenship, the study found.
"We are extremely proud that our customers continue to believe that SRP is a company committed to customer satisfaction," said SRP President John Williams. "We value all of our customers, and our employees work hard to ensure that we provide great service."
SRP received an overall customer satisfaction index of 696 in the 2009 Electric Utility Residential Customer Satisfaction Study, the highest score in the West and highest overall in the nation for large utilities. SRP was the highest-rated utility in the West in four of the six categories surveyed.
The J.D. Power and Associates study measures customer satisfaction with electric utility companies by examining six key factors: power quality and reliability; price; billing and payment; corporate citizenship; communications; and customer service. The West region covers Arizona, California, Colorado, Idaho, Montana, Nevada, New Mexico, Oregon, Utah, Washington and Wyoming.
SRP is the largest provider of electricity to the greater Phoenix metropolitan area, providing electric service to about 935,000 customers. SRP also is the metropolitan area's largest supplier of water, delivering about 1 million acre-feet to agricultural, urban and municipal water users.
