Eversource last in customer satisfaction
May 12, 2015
Eversource CEO Tom May.
Hartford/Boston utility Eversource Energy scored last in a national ranking for customer satisfaction among investor-owned utilities, according to a report released Tuesday.
Michigan survey firm American Customer Satisfaction Index in its report Tuesday scored Eversource a 66 out of 100 for how its ratepayers felt about the utility. The score was a 7 percent drop from the 2014 rankings.
"We recognize the ranking for many electric companies has gone down, but we are always striving to improve," Eversource spokesman Mitch Gross said. "We understand it's been a difficult time for our customers with electrcity supply prices reaching historic highs this winter. We're happy that those prices will be coming down on July 1st, and we can pass those savings onto our customers."
The industry average for customer satisfaction, which fell 1.3 percent, was 74. ACSI said Eversource's score was hampered by the utility's response to winter storms, although the last time that was a major issue was 2011.
Eversource owns six electric and natural gas utilities in Connecticut, Massachusetts, and New Hampshire, including the former Yankee Gas and Connecticut Light & Power in Berlin.
"We continue to work hard on system upgrades and improvements to our processes and procedures to give our customers the best possible service," Gross said.