By Triangle Business Journal

Progress Energy customers are largely satisfied with the service they receives.

The Raleigh-based utility (NYSE: PGN) was ranked fourth in customer satisfaction in the south, according to a new J.D. Power and Associates Report.

The study measured customer satisfaction in six areas: power quality and reliability, price, billing and payment, corporate citizenship, communications and customer service.

Progress earned a score of 651, ahead of the 640 average among companies in the South and the 630 average nationally.

Duke Energy-Carolinas took the top spot in the south, with a score of 656, followed by Oklahoma Gas and Electric (655) and CPS Energy (654).

Overall, customers have reported that bills are down about 5 percent from 2009 while reliability has improved, with outages down 8 percent. The study found that 37 percent of customers reporting zero power outages in 2010, up from 33 percent in 2009.

⿝Utility companies are continuing to improve when it comes to managing customer expectations around power outages and restoration of service,⿝ said Jeff Conklin, J.D. Power⿿s senior director of the energy and utility practice. ⿿Even though outages can have a negative impact on satisfaction, utility providers who manage these incidents properly-by providing sufficiently detailed information about the outage and restoring power when they say they will-may be able to mitigate declines, or even improve satisfaction.⿝

Copyright 2010 American City Business Journals

http://triangle.bizjournals.com/triangle/stories/2010/07/12/daily43.html?ana=thestreet

Copyright bizjournals.com 2010

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