LADWP ranks third in western US in business customer relationships

The Los Angeles Department of Water and Power (LADWP) was recently ranked amongst the top utilities in the United States for business customer relationships by Market Strategies International. The utility provider was ranked number three in the western United States and tenth in the nation among the 59 utilities surveyed for customer experience.

“Our investment in customer service is paying off,” LADWP General Manager David H. Wright said. “We’ve been hard at work increasing the emphasis on improving the customer experience at LADWP and placing customers first. We couldn’t be more pleased that at the results of this study which showcases that this hard work is paying off for our customers.”

Within the past three years LADWP’s Key Accounts Section has initiated several programs to better serve their business clients including creating a single point of contact system for its largest customers, expanding educational efforts by offering workshops and webinars on topics including LADWP’s integrated resource pan, rates, energy efficiency and water conservation, and offering premiere clients breakfast with the general manager, amongst other programs.  The utility has placed significant emphasis on improving customer service and the customer experience for business clients, improving relationships with customers, providing exemplary service, resolving issues quickly, and developing value-added services.

Los Angeles Mayor Eric Garcetti praised the department saying, “LADWP’s top priority is — and always must be — providing high-quality, reliable service to the residents and businesses of Los Angeles. (This) report shows that our utility is making tremendous progress and delivering the results our business customers expect. We will continue working hard to make L.A. safer and more sustainable, improve performance, and set the bar even higher.” 

According to the Utility Trusted Brand & Customer Engagement™: Commercial, a Cogent Reports™ study, utilities overall in the US have strengthened their relationships with business customers to a record high score of 780 (on a 1000-point scale). This represents a 32-point increase over 2015. The study measures Engaged Customer Relationships (ECR) of 59 utilities on product experience, brand trust and operational satisfaction through surveying business customers. To view the full list of utilities surveyed, please visit: http://landing.marketstrategies.com/2016-utility-brand-trust-customer-engagement-commercial-study-ecr-scores.

“We are pleased to see LADWP business customers vote them a utility Customer Champion this year, particularly by rating them higher on customer trust. This means businesses know LADWP will be there when they need them most and will do what it can to support the local community and develop the business economy,” said Chris Oberle, senior vice president, Market Strategies International.  “LADWP also posts phenomenal scores on customer service and reliability.”