JEA Soars in J.D. Power Business Customer Satisfaction


Jacksonville, FL - In a J.D. Power study released this week, business customers have ranked JEA the “Highest Customer Satisfaction With Business Electric Service in the South among Midsize Utilities.”

The study is based on responses from business customers during the 2015 calendar year and measures satisfaction among business customers of  midsize electric utilities in the south, including: Arkansas, Florida, Louisiana, Mississippi, New Mexico, Oklahoma, South Carolina, , Tennessee and Texas.. Overall satisfaction is examined across six factors. JEA achieved the highest score in all six study factors, which includes: Power Quality & Reliability, Corporate Citizenship, Price, Billing & Payment, Communications, and Customer Service.

JEA tied for the highest overall study score of 754, which is 50 points above the industry average of 704. In addition to the Award, the rankings for JEA were the highest among Florida utilities surveyed. Satisfaction is calculated on a 1,000-point scale.

“Communication and corporate citizenship are important to businesses,” said John Hazen, director of the energy practice at J.D. Power. “Providers are doing a better job of proactively communicating with their business customers not only during an outage, but also on a regular basis to keep them informed of things such as energy programs offered, and to gather customer feedback.” 

"Three years ago, the JEA Board and I set very ambitious goals and embarked on a mission to improve customer satisfaction," said JEA CEO and Managing Director Paul McElroy. "This is a demonstration of the hard work and dedication of our more than 2,200 employees, who have risen to the challenge. JEA is committed to providing safe, reliable and cost-effective service to our customers 24 hours a day, seven days a week."

"The Board is thrilled with the direction JEA is taking," said Board Chair Tom Petway. "Under Paul’s leadership, that JEA has risen to the very top in customer satisfaction, from the very bottom, in just three years is remarkable. J.D. Power sets the standard, and we not only plan on meeting it, but improving every year."

“We are thankful to our business customers, who have acknowledged the Herculean effort made by all of our employees to make JEA a true asset to our community and an industry leader,” explained JEA Chief Customer Care Officer Monica Whiting. “Likewise, we thank our customers for their invaluable input, which was the beginning of our road map to change. The story is far from over. We continue to strive to improve and maintain the momentum.”

Since 1968, J.D. Power has been conducting quality and customer satisfaction research based on survey responses from millions of consumers worldwide. With high consumer brand recognition and confidence, the company is ranked as one of the top global and U.S. research companies.

JEA is the eighth-largest community-owned electric utility in the United States and one of the largest water and sewer utilities in the nation providing electric, water and sewer service to residents and businesses in northeast Florida. 


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