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CPAU Scores Top Marks with Residential Electric Customers

Recent Satisfaction Survey Ranks Palo Alto Highly Among Utilities

In a recent survey of residential electric utility customers, Palo Alto scored high marks among customers for price satisfaction, value satisfaction and community-owned utility benefit. This survey conducted by RKS Research and Consulting followed a statewide survey of municipal utility customers and compared Palo Alto to other utilities, as well as to results from a similar Palo Alto survey conducted in 2012.

This 2016 research finds Palo Alto residential customer satisfaction strong and solid on virtually every dimension, including power delivery reliability, customer service, and utility communication. Customer image of our Utility’s concern for the environment is first rate. This is reinforced by the finding that a proposal asking customers to pay slightly more for carbon offsets finds supporters outnumbering opponents by about 2:1.

The City of Palo Alto Utilities really stands out in its customers’ support for having a municipally-owned utility. Not only do the majority of respondents see “great benefit” resulting from the City having its own utility, but when asked how things would change if PG&E (or other Investor-Owned Utility) started providing power to Palo Alto, customers responded that they believe power reliability and customer service would not be as good and that electric rates would be higher.

Scores in all areas of this survey are up compared to 2012 and significantly higher when compared to results from other agencies statewide. 

Thanks to our customers for your support and positive feedback of our municipally-owned utility! Kudos to all CPAU employees who work hard every day to deliver excellent services to the Palo Alto community!

Last Updated March 7, 2017