November 18, 2010
FPL wins seventh straight national customer service award

Contact center, billing, payment, and credit and collections teams also honored
 
JUNO BEACH, Fla. – For the seventh year in a row, Florida Power & Light Company has received the prestigious ServiceOne Award for exceptional customer service. The company also received four additional awards recognizing excellence in specific areas of customer service.
 
Worldwide consulting firm PA Consulting Group presents the ServiceOne Award annually to recognize utilities for customer service excellence. With this year's award, FPL becomes the only utility to have won the ServiceOne award seven times.

“FPL is honored once again to be recognized by PA Consulting for our customer service. We work day in and day out to deliver to our customers the best, most efficient service possible,” said Marlene Santos, FPL’s vice president of customer service.

"Excellent customer service can only be achieved if it is a core value for a company. This is particularly the case in the utility sector, where increasing demands placed on customer service organizations have challenged traditional delivery strategies, business processes and modes of customer interaction," said Mike Hormell, PA's ServiceOne program director. "FPL has successfully managed to create outstanding benefits for the customer through a combination of hard work, effective leadership, and an unwavering commitment to service."

The ServiceOne competition encompasses nearly all functional areas within customer service operations that are typical for a North American utility. These include the contact center, billing, payment, revenue protection, credit and collections, meter reading and safety. To qualify for the ServiceOne award, FPL performed in the top 25 percent versus other companies based on 26 measures of excellence.  

At its awards ceremony last night, PA Consulting also presented FPL with Balanced Scorecard Achievement Awards for its contact center, billing, payment, and credit and collections areas. These honors are for best practices and excellence in operations along the components of cost, service level, and safety. This is the third consecutive year that FPL’s contact center team has won the Balanced Scorecard Achievement Award and the first year that its billing, payment, and credit and collections teams have been recognized.

FPL’s focus on its customers extends to the affordability and reliability of the service the company provides. FPL delivers 99.98 percent service reliability and the fastest restoration time of any large electric utility. At the same time, its typical residential customer bill is 24 percent below the national average and the lowest of all 55 electric utilities in Florida.

PA Consulting Group
PA Consulting Group is a leading management and IT consulting and technology firm. Independent and employee-owned, it operates globally in more than 30 countries and transforms the performance of major organizations in both the private and public sectors. From initial idea generation and strategy development through to detailed implementation, PA Consulting Group delivers significant and tangible results. It has outstanding technology development capability; a unique breadth of skills from strategy to performance improvement, from HR to IT; and strong expertise in communications, media and entertainment, defense, energy, financial services, government and public services, healthcare, international development, manufacturing, transportation and logistics, and water.

Florida Power & Light Company
Florida Power & Light Company is the largest electric utility in Florida and one of the largest rate-regulated utilities in the United States. FPL serves 4.5 million customer accounts in Florida and is a leading employer in the state with approximately 10,000 employees. The company consistently outperforms national averages for service reliability while customer bills are below the national average. A clean energy leader, FPL has one of the lowest emissions profiles and one of the leading energy efficiency programs among utilities nationwide. FPL is a subsidiary of Juno Beach, Fla.-based NextEra Energy, Inc. (NYSE: NEE). For more information, visit www.FPL.com.