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Customer Satisfaction

2012 Corporate Responsibility Report

Customer Service Agent

Along with reliable power, we are committed to providing our customers the highest level of customer service. 

Progress Energy’s long-term commitment to customers and its success in providing ongoing customer satisfaction are reflected in our numerous national awards, such as the J.D. Power and Associates Founder’s Award, the Edison Electric Institute’s Edison Award and PA Consulting Group’s Service One Award two years in a row.

Both the 2011 J.D. Power residential customer survey and the 2012 J.D. Power business customer survey ranked Progress Energy Carolinas in the top quartile of all large utilities nationally. Progress Energy Florida has earned year-over-year improvements in customer satisfaction scores in both the J.D. Power business and residential studies, as well as our own internal transaction and relationship studies.

We use a variety of tools to measure customer satisfaction, identify improvement opportunities and guide enhancements to our processes and performance.

In 2011, both Progress Energy Carolinas and Progress Energy Florida experienced higher customer satisfaction scores in the residential and business customer segments. Surveys attributed the gains to improvements in power quality and reliability, operational performance and increased awareness of EE programs.

We continue to enhance our customer service practices to address language, cultural and disability barriers. Among other accommodations, Progress Energy’s customer service center offers customer service and correspondence in the Spanish language, handles calls from TTY devices (text telephones), offers bills in Braille and accepts pledges to pay from social service agencies.