We talked with Jim Fama, retiring and on his last day at EEI, about his remarkable career.
We went to Allentown and talked with Bill Spence.
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.