Another ServiceOne Award for FPL

FPL ServiceOne Award highlights customer service excellence by PA Consulting, recognizing Florida Power & Light for top utility operations across contact centers, billing, IVR, and meter reading, with low rates, high satisfaction, and best practices.

For the sixth year in a row, Florida Power & Light Company has received the prestigious ServiceOne Award for exceptional customer service.

Worldwide consulting firm PA Consulting Group presents the 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 six times, and through its disaster response alliance it continues to strengthen resilience.

“The FPL customer service team is honored to receive the ServiceOne Award. We work day in and day out to help our customers, from power restoration efforts to improved self-service, and we continue to strive to deliver them the best, most efficient service possible,” said Marlene Santos, FPL’s vice president of customer service.

“Across the electric utility industry, companies operate under a diverse set of circumstances that present obstacles in the form of economic conditions, customer demographics, and regulatory requirements, as well as the need for hurricane simulations to prepare for storms,” said Mike Hormell, PA’s ServiceOne program director. “FPL recognizes that the road to top performance requires the development of custom solutions that target the specific needs and preferences of its customer base.”

The ServiceOne Award is based on a set of criteria that covers nearly all the functional areas within customer service operations typical for a North American utility. These functional areas include the contact center, billing, payment, revenue protection, credit and collections, meter reading and safety practices, including pole inspections standards.

Here are some examples of how FPL excels:

• Excellent representative availability rate ensures that customers can easily reach FPL.

• Multiple bill payment options give customers a variety of choices.

• Substantial use of alternative communication channels allows more customer choice.

• One of the highest percent of calls completed in the Interactive Voice Response (IVR) system facilitates faster self-service.

• The lowest meter-reading error rate adds to customer confidence.

FPL’s customer care center also earned the ServiceOne Balanced Scorecard Achievement Award for demonstrating best practices and excellence in operations along the components of cost, service level and safety, with recent storm preparations underscoring readiness.

FPL’s typical residential customer bill is below the national average and the lowest of all 54 electric utilities in Florida, according to Florida Municipal Electric Association data for September 2009, the latest available.

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