July 11, 2012

CL&P, UI near bottom in customer satisfaction

Electric utilities Connecticut Light & Power of Berlin and United Illuminating in New Haven both rank second-to-last for customer satisfaction in their respective categories in the region, according to J.D. Power & Associates.

CL&P scored 553 in the east region, large company group, besting only Long Island Power Authority. UI scored 583 in the east region, midsize segment group, besting only New York City suburb utility Orange & Rockland. The customer satisfaction index ranking was based on a 1,000-point scale.

CL&P and UI tend to score low on the customer satisfaction scale, which the companies say are the result of Connecticut having some of the highest electricity rates in the country. This year, the duo also faced customer criticism for their response to Tropical Storm Irene in August and the Oct. 29 snowstorm, which left the majority of the state in the dark – for up to 11 days in some cases.

The study, conducted by California-based J.D. Power and Associates information services, measured power quality and reliability, pricing, billing and payment, corporate citizenship, communications, and customer service.

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