Florida Power & Light Co. received the top ranking for residential customer satisfaction among large electric providers in the southern U.S., according to the J.D. Power 2016 Electric Utility Residential Customer Satisfaction Study released today.
FPL, headquartered in Juno Beach, also ranked second-highest in the nation among all large electric providers.
J.D. Power’s annual study measures electric utilities based on surveys of their customers. FPL’s 2016 score is its highest the company has achieved in the study’s 18 years.
“We’re honored to serve our customers so we’re humbled to know they value the work we do,” said Eric Silagy, president and CEO of FPL. “We’re proud that our service is cleaner and more reliable than ever before while our typical customer bills are the lowest in Florida and among the lowest in the nation, and we want our customers to know we plan to continue investing in improvements to their service.”
The 2016 study marks the first time FPL has achieved the top ranking in its segment, which includes electric utilities in the southern U.S. with more than 500,000 customers. FPL also achieved the highest score among Florida utilities of all sizes.
The study’s rankings are based on survey responses from more than 100,000 residential utility customers across the country. The rankings examine price; power quality and reliability; billing and payment; communications; corporate citizenship; and customer service.
Notably, customers rated FPL tops in its segment in the category of price.
“It’s no accident that FPL’s typical 1,000-kWh residential customer bill is about 30 percent lower than the national average,” Silagy said. “We work hard to operate efficiently and make long-term cost-saving investments for our customers.”
Compared with 10 years ago, FPL’s rates have decreased across the board – resulting in savings of about 15 percent for a typical 1,000-kilowatt hours a month customer bill. Moreover, FPL’s typical bill is projected to remain below 2006 levels through at least 2020.
The J.D. Power study also rated FPL highest in its segment in the categories of billing and payment, communications and corporate citizenship.