Gulf Power Tops In Customer Satisfaction

July 22, 2008

Gulf Power Company and all other Southern Company utilities have been rated highest in customer satisfaction among all electric utilities in the nation by the American Customer Satisfaction Index (ASCI).

The ASCI is based on interviews with residential customers across a number of industries. Companies are ranked based on customer responses in six areas: perceived quality, expectations, perceived value, satisfaction, complaints and loyalty.

“Great customer satisfaction is part of our mission,” said John Hutchinson, Gulf Power’s general manager of Public Affairs, “and part of every employee’s focus. To be ranked number one in the nation by our customers is quite an honor and a recognition we very much appreciate.”

Southern Company scored 81 out of a possible 100, putting it on top of the electric utilities, and seven points above the industry average of 74.

“We thank our customers for this high ranking and our promise is that we will continue to look for innovative ways to raise our level of service and customer care,” Hutchinson said.

Hutchinson said having the lowest rates in the state among major utilities, responding quickly to power outages and the many energy management programs Gulf Power offers are part of the reasons for high customer satisfaction.

“Online payment options, free energy audits, surge protection options and our award-winning Good Cents Select program all give customers choices and opportunities to be more satisfied with their electric service,” he said. “But the bottom line is good old-fashioned customer service and our employees work hard at meeting customer needs.”

The ACSI is produced in partnership by the University of Michigan Business School, American Society for Quality (ASQ), and the international consulting firm, Claes Fornell International (CFI Group).

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Written by William Reynolds · Filed Under News