National Survey: Pepco Last in Customer Satisfaction

Utility had lowest rating among 225 companies.

In its most recent survey, the American Customer Satisfaction Index reported that Pepco had the least satisfied customers among 225 companies nationwide.

The annual survey asks consumers about their expectations of a company, the perceived value and quality of the company's services, and their complaints with the company, according to ACSI. Those responses are weighted and used to compute a score on a 1-100 scale.

Pepco scored a survey-worst 54, a 23 percent drop from last year's 70.

In a statement provided to Patch, Pepco spokesman Clay Anderson was dismissive of the survey results.

"We at Pepco know we have work to do, and we're doing it every day," he said. "For us to be distracted by this kind of sensationalism would be counterproductive."

The scores are calculated through random polling of 250 customers of each company, and the index conducts 7,000 interviews nationwide each year, according to ACSI.

Joining Pepco near the bottom of the list are Comcast, Delta, Time Warner Cable and United Airlines.

Richard Rice July 09, 2011 at 06:44 PM
Darren, were you fortunate enough to have a generator so your food didn't spoil, did your house like mine get down to 42 degrees during the day? Did your home have no hot water or gas because of electronic ignigtiion not being operable during the outdage? If you have type 2 diabetes, w/no place to get to or stay; I'm happy for you! PEPCO RANKS LAST IN MY SATISFACTION RATINGS AND i AM VERY ANXIOUS TO SEE THEIR SERVICE IMPROVE!!!
Sigrid Klein July 10, 2011 at 03:06 PM
Darin, we are in a part of montgomerycounty were the lights go out on a clear day, not after an "Epic storm". We have sweltered for 5 days in the summer, 4 days in the winter in all electric house. All of our neighbors now have generators at great cost. One would hope living 15 miles from Washington, you would have basic electricity. Did you ever ask yourself why your sub station blew up, maybe it is that Pepco, like Metro has neglected to do the most basic maintenance on their equipment , yet pay the Executives top dollar for doing a poor job.
Darin Bartram July 11, 2011 at 01:32 PM
Richard--I don't have a generator, my food spoiled, and my house got very cold. All was dissappointing. I'm just saying that conducting this survey in the aftermath of the ice storm and attempting to give any weight to the results is pretty shoddy statistics.
Darin Bartram July 11, 2011 at 01:38 PM
Sigrid--these are fair criticisms of Pepco, and that may explain why its score from the survey last year was 70. And, maybe the criticism generated after the ice storm will result in greater reliability for your neighborhood.
Mercy Fork July 11, 2011 at 08:07 PM
I have noticed those Asplundh trucks have been out in force lately in my neighborhood in Bethesda, cutting trees. Pepco has cost me more than $1,000 in lost food and hotel stays over the last year and a half, so I am no fan of the company - but it is reassuring to see them taking some action. I just wish the state could take it over. Running a public utility as a private, for-profit business just doesn't make sense for anyone.


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