JD Power and Associates are out again with their business customer satisfaction rankings for utilities. Unfortunately LIPA did not do too well and comes in one from the bottom for eastern utilities and near the bottom nationally. This is poorer than LIPA fared in JD Power’s last survey.
Tropical storm Irene is no excuse for this, since the survey period for the ratings encompassed a significant period both before and after the storm. Also, Con Ed, which similarly experienced the ravages of Irene, actually did quite well in the JD Power rankings.
Customer satisfaction is for the most part determined by a utility’s performance in communicating with customers on a day in and day out basis, not in just one instance. Obviously, LIPA has not done this well. What is most troubling is that its performance in this area appears to be deteriorating.