October 18, 2024
Eight out of 10 residential customers satisfied with local utility
Customer Satisfaction
Member utilities of WPPI Energy recently asked residents in their communities to complete a survey. The survey discovered that 84% of customers are satisfied with their utility. Similar research was conducted three years ago, giving members a chance to compare data.
WPPI Energy member utilities are not-for-profit and locally owned, existing solely for the benefit of the communities they serve. For the full list of WPPI Energy members, visit wppienergy.org/our-members.
“For our locally owned utilities, they live and work in the communities they serve, so their customers are also their friends and neighbors. They really care about how their community feels they’re doing,” said Kelly Davis, senior marketing manager with WPPI Energy.
Research found that customers value reliability, affordability, trustworthiness, and effective communication during energy emergencies.
Residential customers who get their electricity from a utility belonging to WPPI Energy have an aggregate net promoter score five times higher than the industry average for electric utilities. Net promoter scores are a metric used to measure customer loyalty and satisfaction.
Performed with the help of Sunseed Research, Inc. in Madison, Wis., customers were asked to participate and their individual responses remain confidential. The researchers received well over 8,000 responses, which was enough to make the results statistically significant.
“It was pleasantly surprising to see how many customers took time to participate in the survey and provide meaningful feedback,” said Davis. “As a joint action agency, WPPI Energy wants to support member utilities in serving their customers, and this helps us focus on what’s important to them.”