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Electric customers rank SRP best utility in the West

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Posted: Thursday, July 19, 2012 1:49 pm

A nationwide survey of electric customers has found that Salt River Project’s service was the top-rated among large power companies in the West.

This is the 11th year in a row that residential customers ranked the utility No. 1, according to a report issued Friday by J.D. Power and Associates.

SRP was the among the nation’s most highly-rated utilities with 500,000 or more customers, said Barbara Orr, the utility’s market research analyst. The survey began in 1999, and SRP has been the top large Western utility 13 out of 14 years.

“We’re the only company that’s been ranked in the top 10 for all their studies, every single time whether we win their award or not,” she said. “No other company has been that consistent.”

The survey examined six components: power quality and reliability, billing, corporate citizenship, price, communication and customer service. SRP had a customer satisfaction score of 700 on a 1,000-point scale, compared with an average score in the West of 638.

The J.D. Power survey heavily weighed reliability in the overall ratings, Orr said. For the Valley, that means SRP can maintain or quickly restore power during high-demand days in triple-digit heat or when monsoon storms topple utility lines.

“That’s one of the key questions they ask,” Orr said.

SRP spokesman Jeff Lane said one highly appreciated service is a power outage map on the utility’s website. The map was initially available only to customers who signed up for an account. Now, anybody can view it online or with a mobile device via www.srpnet.com to see where power is out and when it might be restored.

The 2012 residential customer survey was based on responses from more than 104,000 online interviews conducted from July 2011 through May 2012. It included customers with the nation’s 126 largest utility companies.

• Contact writer: (480) 898-6548 or ggroff@evtrib.com

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