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CPAU Scores Top Marks for Customer Satisfaction

City of Palo Alto Utilities Scores Top Marks for Customer Satisfaction

E Source Announces Top Utilities in Large Business Customer Satisfaction

Palo Alto, CA February 4, 2015 – The City of Palo Alto Utilities (CPAU) scored top marks again in a nationwide survey of utility customers for large business customer satisfaction. This is the fourth year in a row that CPAU has finished in a top three ranking for customer satisfaction with a utility. Leading utility energy efficiency research group, E Source, conducts an annual benchmark survey of utility customers throughout the nation to gauge general satisfaction for communication, affordable rates, reliability and safety.


The E Source Gap and Priority Benchmark, now in its sixth year, identified reliability as the attribute that large business customers consider most important for utilities. The survey identifies the top priorities for outstanding customer service among utility key accounts and measures how close utilities come to meeting those expectations. The results are based on survey responses from more than 1,000 large business customers of 25 North American utilities.

Among small and midsize utilities, CPAU was ranked number three for utility satisfaction thanks to superior marks for the utility’s account management team. CPAU’s large business customers were particularly pleased with their account representatives’ effective communication skills and customer service.

Rachel Cooper, manager of market research for E Source, says, “Three service items are consistently rated by customers as most important for utilities to deliver:  reliable energy, low prices, and emergency communications. Having a utility that’s trustworthy is also extremely important for these customers, particularly when it comes to supplying energy-efficiency advice. Large business customers most commonly chose their utility when asked to indicate who they most trust to provide this type of advice.”

CPAU thanks Palo Alto business customers for their participation in the benchmark survey and for allowing CPAU to serve as its community-owned utility.

About the City of Palo Alto Utilities (CPAU):  The City of Palo Alto is the only municipality in California operating a full suite of utility services. In 1896, two Stanford University professors, Charles Marx and Charles Benjamin Wing contended that the City could provide multiple utilities at rates significantly below those being charged by private companies. They were responsible for adding electric power (1900) to the city’s new water (1896) and sewer (1898) utility systems. A founding principle of those early pioneers was that such services must benefit the community. That principle continues to this day, with the electric and natural gas (1917) utilities returning millions of dollars for public safety (Police, Fire, and Emergency Services), a network of public libraries, and 4,200 acres of parks and open space areas. In 1996, Palo Alto, the “birthplace of Silicon Valley,” expanded its CPAU service by adding the commercial Fiber Optic “dark fiber” utility. These investments and their long-term financial returns to the local community support Palo Alto as a unique place to live and work. For more information, visit www.cityofpaloalto.org/utilities

About E Source
For 26 years, E Source has been providing unbiased, objective research and advisory services to over 300 utilities and large energy users. Our energy experts have answered more than 8,000 questions over the past 3 years. This guidance helps our customers advance their efficiency programs, enhance customer relationships, and use energy more efficiently.

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