PPL Electric Utilities ranked highest among large electric utilities in the eastern United States for residential customer satisfaction for the fifth year in a row, according to a J.D. Power study.
The honor comes as we continue our investments in technology, the power grid, and the customers and communities we serve.
The award is our 13th from J.D. Power for residential customer satisfaction. We also have won 11 J.D. Power awards for business customer satisfaction.
“We are continually looking for ways to improve the service we provide our customers,” said PPL Electric Utilities President Greg Dudkin. “We are particularly focused on providing more reliable service, making it easier for customers to reach us and do business with us, and keeping our rates reasonable.”
Each of our employees plays a role in making a positive difference for customers, and our company is focused on continuous improvement.
“Maintaining the status quo does not drive a more reliable grid or an award-winning customer experience. We’re always focused on the next step because our customers depend on us,” Dudkin said.
We’re active on many fronts, including:
Reliability: Outages are down 30 percent compared to 2007 and another 15 percent improvement is forecast over the next five years. Investments in stronger poles and wires, more smart grid automation, and comprehensive tree clearing are among the factors in these results.
Customer Experience: Customers who need to speak to a customer service associate can now do so with extended hours, and we also initiated live chat on our website from 8 a.m. to 5 p.m. weekdays. In addition, we continue to upgrade our website to make it more mobile-friendly in an increasingly mobile-centric world.
Value: Our rates are below the average for electric utilities in the mid-Atlantic region. We continue to find ways to reduce operating costs and work more efficiently, with a goal of keeping customer bills reasonable.
Communities: Our parent company, PPL Corporation, established the PPL Foundation in September 2015 to focus on helping the communities it serves, with the focus on education, community revitalization and workforce development. Earlier this year, PPL launched the Cover to Cover child literacy program providing 25,000 books to more than 5,000 K-3 students in its service area. The aim was to help children expand their reading skills over the summer.
Safety: Nothing is more important. We reach out in many ways, including a program that provides free safety information to contractors and first responders. Thousands of elementary school students also get safety information through performances by The National Theatre for Children.
“The J.D. Power award is recognition of the hard work of more than 2,300 PPL Electric Utilities employees who serve 1.2 million residential customers across a 10,000-square-mile service area,” said Dudkin. “It’s satisfying to be named tops in the eastern U.S. for large utilities, but we won’t sit still.”
The east large utility group is comprised of 16 utilities. Our score of 705 improved on last year’s score by 12 points, and the average score in the group also increased from 650 to 659. Companies are ranked on a 1,000-point scale.