The study finds that customers' perceptions of work crews deployed during the storm recovery varied. One-half (50%) of all customers observed their utility's crews working at their home or elsewhere in their area. Also, 18 percent of all customers observed work crews from other utilities assisting in restoration efforts. Satisfaction with efforts to support recovery increases when customers observe their local utility's crew working. However, satisfaction declines when customers observe only crews from utilities other than their own out working. Fifty-four percent of customers agree other utilities' work crews were more knowledgeable and courteous (52%) than local utilities' work crews on knowledge (50%) and courtesy (44%).
"The study indicates the No. 1 lesson learned from experience during and after Hurricane Sandy among customers hardest hit (power outage lasting longer than 24 hours) is to purchase survival gear, including flashlights and non-perishable food, ahead of a major storm," said Hazen.
Thirty-seven percent of customers indicate that they were very prepared for Hurricane Sandy; however, only 20 percent perceived that their local community was very prepared. Only 14 percent of customers used a portable generator, and three percent used a built-in back-up home generator during the hurricane. Among customers who did not use a generator, 49 percent say that they would now consider purchasing a generator.
As a preventive measure against storm-related power outages, 66 percent of all customers agree that "power lines should be buried underground in your area" (with 20% not having an opinion). However, only 37 percent of customers say they are "willing to accept a rate increase in order for power lines to be buried." Among customers willing to accept a rate increase,
per month is the average bill increase they are willing to accept in order for power lines to be buried.
About J.D. Power and Associates
Westlake Village, Calif.
, J.D. Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit
. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
The McGraw-Hill Companies (NYSE: MHP), a financial intelligence and education company, signed an agreement to sell its McGraw-Hill Education business to investment funds affiliated with Apollo Global Management, LLC in
. Following the sale closing, expected in early 2013, the Company will be renamed McGraw Hill Financial (subject to shareholder approval) and will be a powerhouse in benchmarks, content and analytics for the global capital and commodity markets. The Company's leading brands will include: Standard & Poor's, S&P Capital IQ, S&P Dow Jones Indices, Platts, Crisil, J.D. Power and Associates, McGraw-Hill Construction and Aviation Week. The Company will have approximately 17,000 employees in more than 30 countries. Additional information is available at
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Source: The National Hurricane Center,
Source: U.S. Department of Energy. Office of Electricity and Reliability Situation Reports
Edison Electric Institute,
SOURCE J.D. Power and Associates