News Release News Release The City of Palo Alto
Communications Department
250 Hamilton Ave
Palo Alto, CA 94301


Subject :

Palo Alto Utilities Ranked 3rd in Nation in Large Commercial Customer Satisfaction
Contact : Joyce Kinnear, Manager, Utility Marketing Services, Utilities    650-329-2652
Debra Katz, Communications Manager, Utilities    650-329-2474
Palo Alto, CA---The City of Palo Alto Utilities (CPAU) ranked third in business customer satisfaction in the recent "Gap and Priority Benchmark Survey." This survey was completed by over 1,300 large commercial customers of North American utility companies. 

CPAU stood out from other utilities in a number of areas, most notably the high scores business customers gave CPAU for delivering reliable energy. CPAU was also recognized as an environmental steward by its large business customers, who appreciate the utility's efforts in helping them manage their energy costs.

Large business customers also highly rated their CPAU account representatives, indicating their availability and attentiveness was a big factor in overall satisfaction. 

“I’m proud that our Key Account Representatives have the reputation of going above and beyond the call of duty to solve problems for our customers,” commented Valerie Fong, Utilities Director, adding “This kind of service---to both residential and commercial customers---is what a community-owned utility is all about.”

The 2011 Gap and Priority Benchmark Survey is conducted annually by E Source, an independent utility research and support company.  In addition to indicating their most important priorities, business customers were asked about their utility’s overall value, their satisfaction with the utility and with their account representative.

According to the 2011 survey results, reliability received the highest score with regards to importance.  Tied for second were keeping energy prices down, emergency communications and trust.  Palo Alto customers, like customers of many utilities nationwide, indicated “perceived as working to keep energy prices down” as the most important area for improvement.

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