PSEG Long Island’s Customer Satisfaction Score On the Rise In J.D. Power Survey
PSEG Long Island has shown a marked improvement in overall residential customer satisfaction since taking over the management of Long Island’s electric transmission and distribution ...
Uniondale, NY - July 16th, 2014 - PSEG Long Island has shown a marked improvement in overall residential customer satisfaction since taking over the management of Long Island’s electric transmission and distribution system in January of this year, according to the J.D. Power 2014 Electric Utility Residential Customer Satisfaction StudySM, released today.
Overall customer satisfaction rose to a score of 532 in the 2014 survey, up from a score of 519 in 2013. This reflects a blended score between the Long Island Power Authority and PSEG Long Island, as J.D. Power conducts surveys in four waves from July 2013 – May 2014. In the most recent surveys, where customers were only asked about their experience with PSEG Long Island, the results showed substantial improvement in overall customer satisfaction.
“We’ve worked very hard to improve customer service in Long Island and we’re pleased to start to see that reflected in the J.D. Power survey results,” said Dave Daly, president and chief operating officer for PSEG Long Island. “We committed to building an industry-leading electric company over the next five years in Long Island– with customers experiencing noticeable improvement in customer satisfaction by the end of the first year. We have a lot more to do, but this survey shows that we’re headed in the right direction.”
The company said it is introducing more improvements this summer, with improved call center and outage management technologies. It continues to enhance the transmission and distribution systems to help maintain PSEG Long Island’s best-in-class reliability among overhead systems in New York State and ensure the system is ready to meet peak demand.
PSEG Long Island and its employees have also committed to giving back to the people and the communities they serve. In six months, employees have volunteered and contributed to several local charities, including March of Dimes, Island Harvest, Interfaith Nutrition, the Safe Center and in the end of July will be major participants in the Marcum Challenge.
Daly continued, “The improvements we’ve seen on this survey are due to a lot of hard work and dedication by all of PSEG Long Island employees. We recognize that we have much more to accomplish, but we’re committed to become a great company that all Long Islanders can be proud of.”
J.D. Power measures customer satisfaction with electric utility companies by examining six factors: power quality and reliability; price; billing and payment; corporate citizenship; communications; and customer service. The results are based on experiences and perceptions of consumers surveyed between July 2013 and May 2014.
For J.D. Power study information, visit www.jdpower.com.
About PSEG Long Island
PSEG Long Island operates the Long Island Power Authority’s transmission and distribution system under a 12-year contract. PSEG Long Island is a subsidiary of Public Service Enterprise Group Incorporated (NYSE:PEG), a publicly traded diversified energy company with annual revenues of $10 billion.