August 28, 2018

For the second consecutive year, Penn Power ranked the highest among mid-sized utilities in the East Region in the annual J.D. Power Electric Utility Residential Customer Satisfaction Study. The company recorded a score of 728 – well above the average utility score of 698 in the 2018 study.* Potomac Edison scored 717 points to rank third in the Midsize East Region for utilities serving at least 100,000 customers.

“Earning first-place honors in the J.D. Power study for a second year in a row is an outstanding achievement for Penn Power,” says Gary Grant, vice president, Customer Service. “We commend members of our team – from customer service representatives to field personnel – for their continued commitment to providing our customers with excellent service.”

Regional President Rich Sweeney adds: “We’re thrilled to repeat as No. 1 in our market. This is a testament to the great work our entire team does in serving our customers every day.”

Other FirstEnergy Utilities operating companies exceeding the average in the study were:

• Ohio Edison – ranked third with 739 points in the Midwest Large Segment (serving at least 500,000 customers)
• Penelec – ranked sixth with 713 points in the East Large Segment
• Met-Ed – ranked sixth with 708 points in the East Midsize Segment

Overall customer satisfaction with residential utility companies showed a seventh consecutive year-over-year increase, according to the study. J.D. Power attributed the improvement to proactive communications, primarily delivered through email, text message, social media post and other digital channels.

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