JUNO BEACH, Fla. -- Florida Power & Light Company received the “ServiceOne™ Award,” for top rated customer service excellence among utilities in the US, Canada and Africa. The award represents a broad range of customer service functions that contribute to the customer experience including call center, field operations and back office activities. FPL’s inclusion in this elite group means that it is among the top performing companies with overall combined rankings in all these areas.
The benchmarking process that is the basis for this award consists of a combination of quality measures in each of the specified customer service functions. FPL received an overall ranking in the top quartile for these measurements. Two areas where FPL ranked "best in class" were the use of self service options through the web and the automated phone system. While customers always have the option of speaking to a customer service representative, effective web and telephone applications make it easier for customers who want to do business with FPL through these channels. These systems played a key role during the 2004 and 2005 storm season. Customers were able to report power outages and get frequent updates on the status of their restoration.
“We are delighted that for the third consecutive year we received the ServiceOne™ Award,” said Marlene Santos, Vice President of Customer Service. “Since 2004 and 2005 were especially demanding storm seasons we are pleased to see that our customer service continues to rank among the best in the industry. This award is a tribute to all our employees for their hard work and continued focus on our customers.”
The award was presented in Miami by the PA Consulting Group, whose certification process defines, evaluates, and quantifies the performance of utilities world-wide.