LIPA Customer Satisfaction Goal. Designed For Failure

JD Powers performs an annual study that measures customer satisfaction of electric utility companies by examining six factors: power quality and reliability; price; billing and payment; corporate citizenship; communications; and customer service.

In July LIPA was ranked last, not only regionally but through the entire country.

Annually LIPA agrees to National Grid’s “Corporate Initiatives” (i.e. Management Bonuses) for which the JD Power Ranking is part of.

What is interesting is that LIPA had established the corporate incentive with National Grid of achieving a ranking of only being the third from last.

Since the low bar was set, should anyone be surprised with LIPA’s performance during Storm Sandy?

jd powers 2012


About lipaoversight

LIPA Oversight Committee was created to analyze the rates and practices to determine if it is working in the best interests of the Suffolk County ratepayers
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