BRIDGE Energy Group, a consulting and systems integration company headquartered in Marlborough, MA, has presented the annual Utility industry survey on outage management. The company has surveyed over 18,000 utility employees about their views and experiences in outage management, and the impacts of outages are quantitatively evaluated via proper statistical data.
The survey states that the Utilities who make outage and restoration management (ORM) a top priority have higher customer satisfaction.
BRIDGE also compared its findings with the J.D. Power 2013 Electric Utility Residential Customer Satisfaction Study conducted in July 2013, and the results show that all utilities that reported ORM as a top priority had a JD Power customer satisfaction rating of above average within their segment.
Despite ORM leadership claims, only 30 percent of respondents were very satisfied in the way their current OMS handles outage messaging from smart meters.
According to JD Power, 23 percent of utility respondents were dissatisfied with the quality of ETRs reported to customers, 40 percent of satisfied utilities had below average customer satisfaction.
Forrest Small, vice president of Grid Optimization at BRIDGE Energy Group said, “Achieving top performance and customer satisfaction requires effective end-to-end business operations and technology integration, Leading utilities using highly integrated outage management systems that include mobile platforms for field communications, asset management systems and smart meter outage messaging report greater success in efficient outage diagnosis and restoration.”
The Outage and Restoration Survey report will be shared and discussed more at DistribuTECH in San Antonio, Texas from January 28th-30th while exhibiting at booth #3548.
Dave O'Brien, Director of Regulatory Strategy and Compliance at BRIDGE said in a statement, "While the data indicates high satisfaction with ETRs, customers and regulators can have a different view. In depth performance metrics are the means to foster common understanding."
Edited by Cassandra Tucker