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System average interruption frequency index

A Virtuous Cycle

Byline: 

Andrew Heath

Magazine Volume: 
Fortnightly Magazine - October 2012

Data and experience show that serving customers well translates into better rate case outcomes. Conversely, poor performance starts a downward slide. J.D. Power and Associates research shows the correlation between customer service and financial returns.

Image: 
Figure 1 - Approved ROE And Customer Satisfaction
Figure 2 - Customer Expenses And Satisfaction
Figure 3 - Profitability and Customer Satisfaction
Figure 4 - Virtuous Cycle of Customer Satisfaction
Figure 5 - Rate Case Gap And Customer Satisfaction
Author Bio: 

Andrew Heath, Senior Director, Energy Practice, J.D. Power and Associates

Category (Actual): 
Customer Engagement
Rate Cases
Strategy & Planning

How customer satisfaction drives returns on equity for regulated electric utilities.