JUNO BEACH, Fla., Nov. 28, 2012 /PRNewswire/ -- Florida Power & Light Co. (FPL) says its more than 4 million customers serve as the motivation for providing award winning customer service.
"Given the expanding set of challenges customer service organizations in energy utilities face daily, FPL has proven that it is not satisfied with the status quo and accepts the more difficult commitment to achieving the highest levels of customer service quality," said Jerry Sullivan, PA's ServiceOne Program Director. "By taking this challenge seriously and raising the bar for service performance, FPL has created tremendous benefit for customers at home and across the industry."Last night, on behalf of FPL's approximately 2,000 customer service employees, FPL received the 2012 ServiceOne Award from PA Consulting Group, an international consulting firm. 2012 marks the ninth year in a row that FPL has received the prestigious national award that recognizes exceptional customer service. "We work hard and will continue to work hard to provide customers with the lowest bills in the state and top-notch reliability and customer service," said Marlene Santos, FPL vice president of customer service. "To win this award an unprecedented nine years in a row is a tribute to the exceptional team of employees who work at FPL and who are committed to serving our customers." The ServiceOne Award is based on criteria that cover nearly all the areas typically found within utility customer service operations, including the contact center, billing, payment, revenue protection, credit and collections, meter reading and safety. In addition, FPL received ServiceOne Balanced Scorecard Achievement Awards for its customer care, billing, meter reading, credit and collections, field service and payment departments. Some of the metrics that helped earn FPL these awards include:
- Providing accurate bills more than 99.9997 percent of the time
- Reading meters on schedule more than 99 percent of the time
- Answering about 90 percent of calls within 30 seconds