Pepco Ties for Second in East Region in J.D. Power and Associates Residential Customer Satisfaction Study; Conectiv Ranks 7th
Wednesday, August 10, 2005
PHI Companies Both Show Improvement Over LastYear
Pepco tied for second place ranking in the East Region in the J.D. Power and Associates 2002 Electric Utility Residential Customer Satisfaction Study SM, released July 31.
Pepco shares second with Allegheny Power, Hagerstown, MD, in the study, with both utilities receiving a customer satisfaction index score of 106. The regional index average was 100 points.
Pepco's 2002 ranking is up two points from the 2001 regional study. Conectiv ranks seventh in this year''s study, improving three points to an index score of 102. Both companies are subsidiaries of Pepco Holdings, Inc.
The overall customer satisfaction index score is an average of the index scores of five component categories, which are weighted based on customer importance. They include: power quality and reliability, company image, price and value, billing and payment and customer service.
Pepco improved the most in the price and value category. The next highest improvement came in the company image attribute. Conectiv improved the most in the company image and billing and payment attributes.
Study results are based on almost 23,000 telephone interviews, which were conducted with residential customers between March 26 and June 5, 2002. These customers are served by the largest 74 electric utilities nationally.
