No surprise with today’s JD Power survey results that LIPA has extremely poor customer satisfaction. What is surprising though is that the utility comes in dead last in this measure of performance for all the utilities in the US.
JD Power interviewed 100 thousand customers to come up with the rankings. After the results were tallied, LIPA’s total rating was substantially below where it came out last year. This is consistent with other customer satisfaction surveys recently conducted and totally contrary to LIPA’s assertions that it has made improvements and recently reduced rates.
In reality, LIPA’s recent rate reductions have been due to decreasing fuel costs, something the utility has little control of. Additionally, a PSC supervised study of LIPA’s performance during tropical storm Irene just released showed deficiencies in the utility’s response as well as a failure to follow through on corrective measures proposed some time ago.
It is time for LIPA to shed its defensive posture when it comes to customer satisfaction and ernestly set about improving service to the customer. There should be no talk about lessons learned or programs leading to future improvements. Immediate action is needed and it is needed now!