Entergy 2002 Annual Report Download - page 12

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STANDING OUT – UTILITY CUSTOMER SERVICE PERSONNEL Ronnie Willis, Entergy Louisiana Operations
In late September, Tropical Storm Isidore left 93,000 Entergy customers without power. Crews restored power to most customers by
the next morning. The following week, Hurricane Lili knocked out power to 243,000 Entergy customers. Following the storm,
customer service staff and volunteers from throughout Entergy handled more than 300,000 calls – answering 90 percent in less than
30 seconds – while crews restored power to nearly 80 percent of affected customers within 48 hours.
Since Entergy went
“back to basics” in
1998, we’ve invested over
$1 billion to increase
reliability, and we’ve made
major improvements in
customer service. In 2002,
this progress was reflected
in a national survey of
customer satisfaction that
ranked Entergy “the most
improved utility in the
South Region.”