The state’s two largest utilities, Connecticut Light & Power and United Illuminating, rank near the bottom in the country for residential customer satisfaction, according to California firm J.D. Power & Associates.
CL&P, headquartered in Berlin, scored 608 out of 1,000 in the J.D. Power survey. That score placed CL&P as No. 13 of 17 large utilities in the East region for residential customer satisfaction.
“The J.D. Power study shows that we are continuing to move in the right direction. CL&P’s score is a substantial improvement over last year, nearly 30 points,” CL&P spokesman Mitch Gross said. “Last year, we had our best reliability year in over a decade.”
UI, headquartered in Orange, also scored 608 out of 1,000, ranking it as No. 13 out of 15 mid-sized utilities in the East Region.
UI officials did not return calls for comment.
For the entire country, only six utilities scored lower than 608.
The J.D. Power survey scored utilities on six factors: power quality and reliability; price; billing and payment; corporate citizenship; communications; and customer service.
CL&P scored the worst of all the electric utilities owned by Hartford/Boston energy conglomerate Northeast Utilities. NU’s Western Massachusetts Electric Co. scored 637; NStar in Boston scored 632; and the Public Service of New Hampshire scored 619.
“We continue to make significant capital investments in our system to improve reliability and continue to work hard to provide our customers with the outstanding level of service they expect and deserve,” Gross said.
