SRP tops annual power company survey; APS ranks near bottom in West

By Adrian Marsh | Phoenix Business Journal

For the 17th year in a row and 19th year overall, Salt River Project ranked highest in customer satisfaction in the western U.S., according to the 2018 Electric Utility Customer Satisfaction Study by J.D. Power.

Electric customers gave SRP a customer satisfaction index score of 782 on a 1,000-point scale — a seven-point improvement from 2017, the study said.

The company ranked highest among all large utilities of the West and the nation for all six factors: Power quality and reliability, billing and payment, price, communications, customer service and corporate citizenship.

Mike Hummel, CEO and general manager of SRP, said how the company is perceived by its customers is important.

“No two families are the same,” he said in a SRP press release. “Which is why we listen to our customers and work (with) them to determine what options will work best for them.”


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