PNM customer satisfaction score reaches historic high
(Albuquerque, N.M.) – J.D. Power recently named PNM a top performer in the United States electric utility industry for improved impression based on the company’s response to the COVID-19 crisis. In the same report ranking the performance of electric utilities across the country, PNM customer satisfaction levels also surged to a historic high.
“This historic jump in our J.D. Power score is a great indicator that PNM is not only listening to customers, but we are also responding in a meaningful and impactful way,” said Julie Rowey, PNM Customer Operations vice president. “As we work toward the end of the year and look forward to 2021, we will continue to prioritize initiatives that focus on our customers.”
The J.D. Power 2020 Electric Utility Residential Customer Satisfaction Study uses responses from residential customers of 143 electric utility companies across the United States, on a 1,000-point scale. According to the results, overall customer satisfaction for PNM outpaced the western U.S. midsize utility market average with a score of 763 in the third quarter, setting a new high for the company, and surpassing the company’s previous record of 752 set in the second quarter this year by 11 points. The areas that saw the highest increases for PNM in the third quarter were Corporate Citizenship, Communications, and Customer Care. For the first three quarters of 2020, PNM average overall satisfaction was 47 points higher than when compared to the same three quarters of 2019.
J.D. Power respondents recognized the immediate response to the COVID crisis that came from the PNM Resources Foundation, PNM Corporate Giving, and employees. For example, the Foundation awarded 23 nonprofits hundreds of thousands of dollars in grants to help increase community safety for the most vulnerable members of our community and to further important community missions amid the pandemic. Additionally, PNM Community Crew volunteers selflessly gave throughout the pandemic in dollars, time, and sweat. The Community Crew packed food boxes, donated school supplies and funds, delivered meals to homebound individuals and families, and creatively volunteered online to support New Mexicans statewide, and beyond. Active community support from PNM, the Foundation and employees has always been an important way PNM demonstrates corporate citizenship within the communities we serve, even prior to the pandemic, and will continue afterwards.
The company plans to continue these programs and efforts in 2021, along with expanding power outage communication, making it easier for customers to initiate new electric service, and further enhancing positive customer experiences with every interaction customers have with PNM.
J.D. Power captures and analyzes the Voice of the Customer across more than a dozen industries globally now and for the last 50 years. It recognizes customer experience is vital and that simply measuring it is not enough. Their expertise in demographics and consumer behavior focuses on delivering insights to drive improvements.