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JD Power national survey: PSEG Long Island climbs out of cellar

PSEG Long Island ranked third from last in a national survey of residential customer satisfaction among large and midsize utilities, a step up from its previous ranking of last.

The utility remains last among large utilities listed in the J.D. Power survey, and among large utilities in the eastern United States.

PSEG, which took over management of the LIPA system in 2014, scored 662 of a possible 1,000 points in the latest J.D. Power ranking, which scores utilities based on customer responses to questions about system reliability, pricing, communications and billing.

“We had a great year, our overall score was up 52 points, and our employees were a big part of that success,” said Daniel Eichhorn, vice president of customer services at PSEG who will take over as president in the fall.

The breakdown of PSEG’s score showed big increases in customer service and power quality, he said, though customer perceptions of pricing remained a challenge.

Among local utilities ranked in this week’s survey, Con Edison ranked second in the East with 735, PSE&G of New Jersey was third with 727, and National Grid was 12th with a score of 684. In all, the survey ranks 138 utilities across the country.

PSEG was ahead of just two other utilities in the survey: Mon Power of Fairmont, West Virginia and Kentucky Power, both midsize utilities.

One close PSEG watcher called the results “disappointing.”

“I wish the results were better,” said LIPA trustee Matthew Cordaro, speaking for himself. “I do recognize it takes a long while to change your relative standing but this score definitely tells us there’s a lot more work to be done to achieve a satisfaction level that’s comparable to our sister utilities.”

PSEG’s score was lower than the overall J.D. Power average for 2017 of 719, but its 52-point improvement was ahead of the average among all utilities of 39 points.

In a separate study released this week, PSEG Long Island scored 705 of a possible 1,000 points in an annual brand-trust ranking by Market Strategies International. The score put PSEG Long Island fourth from last in the national survey of 60 electric utilities. The 705 is an improvement from the prior year’s 675.

J.D. Power’s Large Eastern U.S. Utilities

(Residential customer satisfaction)

Top Five

Pennsylvania Power and Light Electric Utilities (739)

Con Edison (735)

PSE&G (727)

Central Maine Power (720)

PECO (Philadelphia) (718)

Bottom Five

National Grid (684)

West Penn Power (Greensburg, Pa.) (683)

Eversource Energy (New England) (680)

Appalachian Power (Charleston, W.Va.) (679)

PSEG Long Island (662)

Correction: PSEG Long Island is based in Uniondale. An earlier version of this list had an incorrect location for the utility.

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