Underground Construction - May 2019 - 7

Customer Satisfaction Declines
Across Energy Utilities Sector
Following a slight bump in 2018, residential customer
satisfaction in the energy utilities sector has taken an
about-face one year later.
While U.S. natural gas production is at an all-time high
and electricity generation from renewable sources is
growing at a record rate, customer satisfaction with gas
and electric service providers fell 2.7 percent to a score
of 73.2, on a scale of 0 to 100, according to the American
Customer Satisfaction Index (ACSI) Energy Utilities Report
2018-2019.
"Higher prices and extreme weather are the biggest
culprits behind this sector-wide drop in customer
satisfaction," said David VanAmburg, managing director
at the ACSI. "Customers are also upset with the decline in
electric power reliability. The energy utilities sector needs to take a hard look in the mirror, as the pressure mounts to upgrade and strengthen the grid."
Natural gas is losing ground this year, yet remains the preferred energy source for households, with an ACSI score of 78. Electric power can't keep up and
trails with a mark of 72.
The ACSI results comprise three categories of energy utilities: investor-owned, municipal and cooperative. Despite tumbling 2.6 percent to an ACSI score
of 75, cooperative utilities hold the highest customer satisfaction among the three groups. Investor-owned utilities and municipal utilities suffered an even
greater drop-off, each plummeting 2.7 percent to tie at 73.
This year, nearly every investor-owned utility company is experiencing a year-over-year drop in customer satisfaction, but CenterPoint Energy, even with
a 2-percent decline, remains at the top of the category. The Houston-based utility gained 77,000 new gas and electric utility customers in 2018 and finished
with an ACSI score of 80.
NextEra Energy is one of the few companies to experience an increase in customer satisfaction, inching up 1 percent to 77. WEC Energy, Excel Energy,
and Exelon also rose 1 percent to 76, 74 and 73, respectively.
Despite challenges from the wildfires that took place during ACSI data collection, PG&E remained stable year-over-year with a score of 70. The California
utility filed for Chapter 11 bankruptcy after these customer interviews took place.
Investor-owned utilities are weaker in all aspects of the customer experience this year. The lowest-scoring aspects of utilities revolve around perceptions of
good will, as efforts to support the local community (70) and green programs (70) fall short of expectations.
The customer experience benchmarks sank nearly across the board. Customers are especially disappointed in the lack of energy-saving ideas (71) and support
for green initiatives (70). In terms of electric service reliability, however, municipal utilities (85) outrank both investor-owned (80) and cooperative utilities (83).
Smaller, rural cooperatives experienced a 1 percent uptick in customer satisfaction to an ACSI score of 77. This marks a third, straight year of improvement
for these cooperatives.
Member-owned cooperatives also outperform the other groups in restoring electric service following an outage (81).
ACSI has been an annual, national economic indicator for 25 years. It measures and analyzes customer satisfaction with more than 400 companies in
46 industries and 10 economic sectors, including various services of federal and local government agencies.
Results of the Energy Utilities Report 2018-2019 are based on interviews with 21,646 residential customers, chosen at random and contacted via email
between Jan. 16 and Dec. 25, 2018. Customers were asked to evaluate their recent experiences with the largest energy utilities in terms of market share,
plus an aggregate category consisting of "all other"-and thus smaller-companies. *
FOR MORE INFORMATION
American Customer Satisfaction Index, (734) 913-0788, theasci.org

recipients are eligible for additional awards for
up to four consecutive years, which may include
post-graduate studies in engineering. Scholarship
recipients also are given priority consideration for
WSSC's paid summer internship positions while
enrolled in school. The scholarships and internship
opportunities total a potential value of more than
$10,000 over four years.
"This scholarship is designed to help engineering
students financially and professionally. We hope
that it helps to lessen some of their load while at the

same time, introduce them to WSSC and the pivotal
role we play in our local community and nationally,"
said WSSC Commission Chair T. Eloise Foster.
New this year, instead of a cover letter, applicants
are requested to submit an introductory video
telling a little about themselves and addressing
the benefits of tap water. In 1,500 words or less,
students need to explain why tap water is better
than bottled water, being sure to cover all relevant
factors and scenarios in making their case.
"Delivering safe, clean water is at the heart of

everything WSSC does, and we have the 100-year
track record of zero water quality violations to prove
it," said Carla A. Reid, general manager and CEO.
"This scholarship, and the opportunities it provides,
will attract the next generation of WSSC engineers
to ensure we continue to deliver safe, seamless and
satisfying water services for another 100 years."
In addition to the introduction and essay,
applicants must also provide proof of permanent
residency in WSSC's service district, be enrolled
full time in a degree program at an accredited
UConOnline.com | MAY 2019

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Underground Construction - May 2019

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