E Source Announces Top Utilities in Large Business Customer Satisfaction
In a recent nationwide survey conducted by E Source utility energy efficiency research group, utility large business customers gave top marks to the City of Palo Alto Utilities (CPAU) for customer satisfaction.
Among small and midsize utilities, the Western customer ranked number three for utility satisfaction, thanks to superior marks for its account management team. This is the first time in the study’s six-year history that E Source separated utilities into two categories based on size.
For the fourth year in a row, CPAU has earned a top three ranking for customer satisfaction with a utility. CPAU’s large business customers were particularly pleased with their account representatives’ effective communication skills and customer service.
Now in its sixth year, the annual benchmark survey polls utility customers throughout the nation to gauge general satisfaction for communication, affordable rates, reliability and safety. Participants are asked to identify the top priorities for outstanding customer service among utility key accounts and measure how close their utilities come to meeting those expectations. The results are based on survey responses from more than 1,000 large business customers of 25 North American utilities.
This year’s survey respondents identified reliability as the attribute they considered most important for utilities. E Source Market Research Manager Rachel Cooper observed that customers consistently rate reliable energy, low prices and emergency communications as the most important utility services. “Having a utility that’s trustworthy is also extremely important for these customers, particularly when it comes to supplying energy-efficiency advice,” she added. “Large business customers most commonly chose their utility when asked to indicate who they most trust to provide this type of advice.”
Western congratulates CPAU on its strong showing in the survey. The Northern California municipal utility frequently earns recognition for its energy-efficiency and renewable energy programs, but the greatest honor is hearing your own customers say you are the best.