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


PRESS RELEASE ESourceBigBizSurvey#1
Subject :

Palo Alto Tied for First Place in Large Business Customer Satisfaction
Top ranking among utilities nationwide reflects superior customer service and reliability
Contact : Joyce Kinnear, Manager, Utility Marketing Services, Utilities    650-329-2652

Palo Alto, CA – Palo Alto’s large business customers ranked their Utilities Key Account Representatives to be among the best in the country in providing useful and timely information! In a recent E Source nationwide survey, the City of Palo Alto Utilities (CPAU) tied for first place, with its customers giving both the utility and individual Key Account Representatives high scores for delivering outstanding value and service.

E Source is a national company that works with over 300 utilities in the natural gas and electric fields to provide unbiased, objective energy business intelligence. As one of their services, the company surveys large business customers nationwide in its E Source Gap and Priority Benchmark: A Survey of Utility Large Business Customers.

Utilities were ranked by how well they meet customer priorities.

CPAU tied for the first-place ranking in the 2012 survey because its large business customers gave the utility an overall rating of 8.9 on a scale of 1 to 10 (where 1 = not at all satisfied and 10 = very satisfied). The utility received high scores in all categories, including satisfaction with the utility and with their account representative as well as the value provided by the utility relative to the price paid for energy.

“Here in Palo Alto, our goal is to give our customers outstanding value and reliable service. Our Key Account Representatives work hard to provide personalized information and assistance to customers on ways to add value to their businesses. We greatly appreciate this recognition by our customers,” said Valerie Fong, Utilities Director.

The E Source Gap and Priority Benchmark 2012 results are based on survey responses from more than 1,300 U.S. utility large business customers of 17 utilities. According to the 2012 survey results, reliability was named as the most important utility attribute. Working to keep energy prices down, effectively communicating during emergencies and trust tied for second. Working to keep energy prices down is the area that needs the most improvement; scores for this issue revealed the largest gap between customer importance and utility performance.

“Large business customers want their utilities to proactively help them manage energy costs,” explained Mike Hildebrand, director of E Source Business & Residential Market Services. “This survey helps utilities immediately take steps to improve customer satisfaction by showing them what’s most important to their large business customers, and by revealing the gap between where they are now and where their customers want them to be.”