Former FERC Commissioner Bill Massey says we shouldn't bottle the genie of competition as Fortnightly author Doug Jones advocated in May 2013. Instead, he says, the genie's shackles should be removed so market forces can produce maximum efficiency and value for customers.
How customer satisfaction drives returns on equity for regulated electric utilities.
Data and experience show that serving customers well translates into better rate case outcomes. Conversely, poor performance starts a downward slide. J.D. Power and Associates research shows the correlation between customer service and financial returns.
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