CenterPoint Energy 2004 Annual Report Download - page 21

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it doesn’t end until we exceed their expectations for the
products and services we provide. Our customer satisfaction
results in 2004 were mostly positive, with high and improving
scores in our gas operations, but lower scores in our electric
operations. CenterPoint Energy’s goal for all areas of our
company remains top-quartile performance.
In the J.D. Power and Associates (JDPA) annual residential
study of natural gas utilities, our Minnesota customers gave
us a top quartile ranking for customer service in the Midwest
region, an improvement from the second quartile ranking
we achieved last year. Our gas operations in the southern
states outside the city of Houston, which was ranked
separately, also showed improved performance, moving up
from the fourth to third quartile in the South region.
In Houston, our natural gas customer satisfaction scores
held steady compared to last year, maintaining a second
quartile ranking.
Our electric customer satisfactions scores, however,
declined from top quartile to third quartile in the power
quality and reliability measure of the JDPA residential study
of electric utilities. As described on page 15, our service
territory was hit last spring by a number of unusually strong
storms. These storms occurred at the same time JDPA was
surveying customers, which we believe resulted in the
lower customer ratings.
Even though we ultimately achieved our 2004 electric
reliability goals, we have renewed our focus on improving
restoration plan performance by increasing our emphasis on
tree trimming and developing a new strategy to address
momentary outages.
19
We help customers enjoy themselves by providing
lighting at athletic fields.
WE AIM FOR EXCELLENCE IN OUR WORK SO
OUR CUSTOMERS CAN ENJOY WHAT IS MOST
IMPORTANT IN THEIR LIVES