Customers give higher marks to utility’s service, reliability, and trust
Columbus, Neb. – According to a second stakeholder survey conducted by The MSR Group between December of last year and early 2018, Nebraska Public Power District customers gave their utility even higher marks in reputation, trust and service than they did in 2017.
Nearly 1,500 end-use customers participated in the email and telephone survey, and 95 percent of them ranked NPPD’s reputation, trust and service as “good” or “excellent.” Ratings from commercial customers improved 1.8 percent, and those from residential customers, 3.9 percent.
NPPD attributes the uptick in ratepayer rankings to holding electric rates steady for five years in a row, community solar installations, LED street lighting initiatives, and responsive customer service.
Participants responded to more than 50 statements about NPPD’s environmental stewardship, financial performance, technology and energy innovation, vision, community involvement, and leadership, to name a few of the survey categories.
“NPPD regularly measures its performance against that of other utilities throughout the United States and the region. We compare our reliability, our wholesale and retail electric rates, and our safety culture,” said NPPD Retail General Manager Tim Arlt. “Yet, our customers are the reason why we exist. Their scores indicate they consider us a partner in their communities; they value the programs and services we offer to lower their energy use; and they see us as an energy innovator, researching and pursuing carbon-free energy.”
Scores from the general managers of NPPD’s wholesale utility customers also improved. Other stakeholders surveyed included large industrial customers, employees, retirees and the news media.
NPPD plans to use the feedback to help develop communications which educate consumers, reinforce business strategies for it workforce, and clarify what stakeholders may not know about NPPD.
The MSR Group out of Omaha conducted the survey and shared the results with NPPD’s Board of Directors at its April meeting in Columbus, Neb.