JUNO BEACH, Fla. – For the fourth consecutive year, Florida Power & Light Company has received the ServiceOne™ Award for excellent customer service among utilities in the U.S. and Canada. PA Consulting Group, which presented the award to FPL on October 17, uses a broad range of measures to certify that specific “best practices” are in place to sustain long-term performance.
“I’m exceptionally proud of how hard our 2,400 customer service employees have worked to meet our customers’ needs,” said FPL Vice President for Customer Service Marlene Santos. “This is a reflection of their commitment to excellence that they bring to work every day.”
The ServiceOne awards are presented annually by PA Consulting Group, a management, systems and technology consultancy, whose certification process defines, evaluates and quantifies the performance of utilities worldwide. A group of industry experts assembled by PA Consulting Group evaluated five key areas of FPL’s customer service organization – the call center, billing, meter reading, credit and collections, and field service. As a result of this benchmarking process, FPL received the 2007 ServiceOne award.
“What is particularly exciting about this award is how well we fared across the full spectrum of benchmarking categories,” Santos said. “Every single area in customer service was rated at exemplary levels, which shows that we are good at every aspect of what we do.”
Florida Power & Light Company is the principal subsidiary of FPL Group, Inc. (NYSE: FPL), nationally known as a high quality, efficient and customer-driven organization focused on energy-related products and services. With annual revenues of nearly $16 billion and a growing presence in 27 states, FPL Group is widely recognized as one of the country's premier power companies. Florida Power & Light Company serves 4.5 million customer accounts in Florida. FPL Energy, LLC, FPL Group's competitive energy subsidiary is a leader in producing electricity from clean and renewable fuels. Additional information is available on the Internet at www.FPL.com, www.FPLGroup.com and www.FPLEnergy.com.