Entergy 2015 Annual Report Download - page 25

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Clear vision, clear progress.
2015 Integrated Report
25
Utility
25
Serve Our Customers With Excellence
Excellent service that meets our customers’ expectations is the foundation
for our business success. All of our utilities improved by several points in the
J.D. Power 2015 Electric Utility Residential Customer Satisfaction Study. In
the Cogent Reports 2015 Utility Trusted Brand & Customer Engagement™:
Residential Study, Entergy ranked fifth among 125 of the nation’s largest
electric and natural gas utilities for engaged customer relationships. We also
track our performance in the Bellomy Perception Survey, monitoring the
percentage of randomly selected customers who respond with a score of 8, 9 or
10 when asked how satisfied they are with Entergy as a utility company on a 10-point scale, with 10 being
most satisfied. For the past three years, Entergy has achieved more than a 70 percent positive response.
Reliability
While we improved along many dimensions of customer service in 2015, our reliability performance fell
short of our targets. Outage frequency and outage duration both increased in 2015. We are evaluating our
system performance and response procedures to improve our reliability going forward.
Emergency preparedness and response are key components of reliability at Entergy. In 2015, we restored
power safely and quickly following significant storms in Arkansas and Louisiana. We prepare for extreme
weather events year-round, conducting robust emergency response drills and business continuity
planning. We invest in and harden our systems to improve resilience and reduce the time it takes to
restore service. We engage with our communities and customers to prioritize our investments and
minimize business disruptions.
Customer Cost
Our average monthly bills to our residential customers are more than 20 to 25 percent below the national
average. We strive to maintain that bill advantage for our customers and to support growth in the
communities we serve. In addition to our efforts to manage our costs, we strive to lower customer costs
through economic development activities and energy efficiency and demand-side management programs.
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