Residential Customers Rank SRP Highest in U.S.

Receives 2011 J.D. Power and Associates Distinction for Electric Utilities

For the tenth consecutive year and the 12th time in the last 13 years, Salt River Project electric customers have given SRP the highest score in customer satisfaction for residential electric service among large utilities in the western United States.

In a report issued today by J.D. Power and Associates, SRP also scored highest in the nation for the third consecutive year — and the sixth time in 13 years — for residential customer satisfaction among large utilities (500,000 or more residential customers). SRP is also the only electric utility that has been ranked among the top 10 in the nation in all 13 of the years J.D. Power has conducted the study.

The J.D. Power and Associates report showed that SRP’s Customer Satisfaction Index ranking was 707 on a 1,000-point scale – well above the West average score of 640.

SRP’s overall top ranking is based on its strength in customer service, power quality and reliability, communications, price, billing and payment, and corporate citizenship, the 2011 study found. SRP had the highest ranking among all large utilities in the nation in all six performance categories.

The West region covers utilities in Arizona, California, Colorado, Idaho, Montana, Nevada, New Mexico, Oregon, Utah, Washington and Wyoming.

“We place a premium on customer service at SRP and the results of this latest J.D. Power and Associates survey indicate that we continue to have success in gaining the trust of our customers,” said SRP General Manager Mark Bonsall. “I am proud of the work done by our employees to achieve this distinction and look forward to finding even more ways to ensure our customers remain satisfied with our service.”

The 2011 Electric Utility Residential Customer Satisfaction Study was based on responses from more than 98,000 online interviews conducted from July 2010 through May 2011 among residential customers of the 124 largest electric utility brands across the nation, which collectively represent more than 93 million households. More information on the study can be found at

SRP is the largest provider of electricity to the greater Phoenix metropolitan area, providing electric service to about 945,000 customers. SRP also is the metropolitan area’s largest supplier of water, delivering about 1 million acre-feet to agricultural, urban and municipal water users

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