A.G. Gancarski
JEA, Jacksonville’s community utility, has been in the news this year for reasons that have less to do with its performance than other issues.
Still, the utility has a story to tell about customer service. J.D. Power reports that JEA has the highest business customer satisfaction in the South with midsize utilities.
JEA achieved the highest score in all six study factors: Power Quality & Reliability, Corporate Citizenship, Price, Billing & Payment, Communications, and Customer Service.
As JEA sources tell it, it’s vindication of how they do business with business.
“Three years ago, the JEA Board and I set very ambitious goals and embarked on a mission to improve customer satisfaction,” said JEA CEO and Managing Director Paul McElroy. “This is a demonstration of the hard work and dedication of our more than 2,200 employees, who have risen to the challenge.”
Meanwhile, the JEA Board, which underwent some personnel changes in the past six months, is on board.
“The board is thrilled with the direction JEA is taking,” Board Chairman Tom Petway said. “Under Paul’s leadership, that JEA has risen to the very top in customer satisfaction, from the very bottom, in just three years is remarkable.”
JEA has enjoyed a number of pieces of positive news. A finalized JEA Agreement with the city appears to be in reach. The annual bond rating trip to New York went well. Now recognition from J.D. Power signals third-party confidence in the utility’s model.
