The Northern Virginia Electric Cooperative (NOVEC)ranks highest in customer satisfaction among midsize electric utilities in the South region and among 126 of the largest U.S. electric utilities surveyed in the J.D. Power and Associates 2012 Electric Utility Residential Customer Satisfaction Study.
The research company bases its findings on responses from more than 100,000 online interviews conducted from July 2011 through May 2012 among residential customers of the largest electric utility brands across the United States. The study ranks large and midsize utility companies in the South, East, Midwest and West geographic regions. Companies in the midsize utility segment serve between 125,000 and 499,999 residential customers. Companies in the large utility segment serve 500,000 or more residential customers. In all, the utilities serve nearly 94 million households.
The study asked customers to respond to questions regarding their utility's power quality and reliability, price, billing and payment, corporate citizenship, communications and customer service. The utilities scored an average of 625 points, based on a 1,000-point scale. NOVEC received the highest score of 714 points among the 126 utilities in overall customer satisfaction. It scored highest in the industry in power quality and reliability, price and communications, and second-highest in corporate citizenship.
According to J.D. Power and Associates, customer satisfaction in the electric utility industry declined slightly from the year before following stormy weather in the second half of 2011. Nevertheless, despite an earthquake, Hurricane Irene and a major tropical storm, NOVEC's overall scores improved over the 2011 study results.
“There's no greater validation of our corporate performance than to be ranked best-in-class by our customer-owners,” said NOVEC President and CEO Stan Feuerberg.