Power Outages Threaten Biz Utility Customer Satisfaction

When power outages occur, providing business customers with accurate estimates of power restoration times are critical to maintaining customer satisfaction, according to the J.D. Power and Associates 2011 Electric Utility Business Customer Satisfaction Study. Among customers who experience a power outage, satisfaction with power quality and reliability averages 729 (on a 1,000-point scale) when power is restored by the time estimated by the electric provider. However, if power restoration occurs after the estimated time, satisfaction declines to an average of 576, a difference of more than 150 points.
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