customer average interruption duration index

Rates, Reliability, and Region

Customer satisfaction and electric utilities.

The conventional wisdom about utility spending is correct, but key factors affecting customer satisfaction aren't obvious—and are tricky to control.

A Virtuous Cycle

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.