The American Customer Satisfaction Index - The voice of the Nation's Consumer

April 2013 and Historical ACSI Benchmarks

Updated on April 16, 2013

Sector: Energy Utilities
Industries: cooperative utilities, investor-owned utilities, municipal utilities

Sector: Health Care & Social Assistance
Industries: ambulatory care, hospitals

2012 Utility Operating Company Benchmarks ยป

Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
ENERGY UTILITIES 75.0 74.0 75.0 73.0 73.0 74.0 75.0 69.0 73.0 73.0 72.0 73.1 72.4 72.9 73.6 73.7 74.1 74.7 76.7 77.4 0.9 3.2
Cooperative Utilities                                   82 81 83 2.5 1.2
All Others                                   80 83 83 0.0 3.8
Touchstone Energy                                   83 81 83 2.5 0.0
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Investor-Owned Utilities                                   74 76 77 1.3 4.1
PPL NM NM NM NM NM NM NM 80 80 80 79 80 81 81 78 79 74 79 80 80 0.0 0.0
Southern Company 78 78 76 77 79 78 80 80 81 82 81 79 80 82 81 78 78 77 81 83 2.5 6.4
Sempra Energy NM NM NM NM NM NM NM 67 74 77 77 79 75 80 80 80 83 81 83 80 -3.6 19.4
Duke Energy 82 80 83 79 78 80 79 79 79 77 78 78 80 79 76 77 76 77 79 75 -5.1 -8.5
Progress Energy NM NM NM NM NM NM NM 76 77 75 78 75 77 77 77 75 73 78 76 # N/A N/A
Cinergy NM NM NM NM NM NM NM NM NM NM 74 75 71 #             N/A N/A
Entergy 75 76 75 70 70 69 74 69 74 71 73 75 70 73 74 74 73 76 78 81 3.8 8.0
Ameren NM NM NM NM NM NM NM 78 76 77 74 75 74 57 64 68 71 71 78 74 -5.1 -5.1
Edison International 76 74 77 78 75 73 78 60 66 69 71 75 78 74 75 77 75 75 76 77 1.3 1.3
NextEra Energy 77 77 74 69 75 74 76 73 71 73 76 74 68 73 76 76 75 78 80 80 0.0 3.9
Northeast Utilities 70 70 72 67 65 68 72 76 72 73 68 74 72 69 68 72 74 75 59 73 23.7 4.3
CMS Energy 79 76 77 75 73 76 76 75 76 78 71 74 72 73 74 70 75 77 75 79 5.3 0.0
Public Service Enterprise Group 79 80 77 75 74 73 78 75 76 76 73 74 75 73 75 76 78 78 77 74 -3.9 -6.3
American Electric Power 78 80 82 77 78 77 79 76 75 74 75 74 75 73 76 74 73 72 79 75 -5.1 -3.8
Allegheny Energy NM NM NM NM NM NM NM 79 80 76 75 74 80 79 NM NM NM NM NM NM N/A N/A
All Others 75 73 75 74 75 74 76 68 74 72 74 74 70 72 72 72 74 72 75 77 2.7 2.7
Pepco Holdings NM NM NM NM NM NM NM NM NM 77 72 73 71 70 69 68 70 54 69 71 2.9 -7.8
Iberdrola NM NM NM NM NM NM NM 73 73 71 70 73 74 70 75 73 72 NM NM NM N/A N/A
CenterPoint Energy NM NM NM NM NM NM NM NM NM NM NM 73 72 74 75 78 78 80 82 84 2.4 15.1
National Grid                 73 75 69 72 65 71 71 71 70 NM NM NM N/A N/A
Energy Future Holdings 73 74 77 70 76 74 76 71 75 74 74 72 65 63 68 72 73 NM NM NM N/A N/A
FirstEnergy NM NM NM NM NM NM NM 72 77 76 69 71 75 76 77 74 75 78 76 75 -1.3 4.2
Dominion Resources 74 75 72 74 75 74 75 65 70 72 67 71 70 73 75 72 75 77 80 82 2.5 10.8
Exelon               66 69 71 71 71 70 68 69 70 72 73 70 74 5.7 12.1
KeySpan NM NM NM NM NM NM NM 68 72 71 74 70 71 74 #           N/A N/A
Reliant Energy NM NM NM 68 73 73 75 67 74 70 68 69 69 65 72 69 72 NM NM NM N/A N/A
NiSource NM NM NM NM NM NM NM 67 68 66 68 68 66 72 70 71 76 76 81 81 0.0 20.9
Xcel Energy NM NM NM NM NM NM NM 65 74 73 70 68 70 71 73 76 72 74 74 76 2.7 16.9
Consolidated Edison 77 76 74 71 69 73 71 66 74 72 68 68 68 69 66 66 66 72 71 70 -1.4 -9.1
DTE Energy 78 78 78 75 74 74 75 74 68 72 71 68 65 70 72 71 72 73 72 78 8.3 0.0
Pacific Gas and Electric 73 71 72 71 68 71 73 49 58 66 66 67 68 72 70 73 70 67 69 74 7.2 1.4
PacifiCorp NM NM NM NM NM NM NM 72 71 76 NM NM NM NM NM NM NM NM NM NM N/A N/A
MidAmerican Energy Holdings NM NM NM NM NM NM NM NM NM NM NM NM NM NM 78 79 79 79 79 82 3.8 5.1
Atmos Energy NM NM NM NM NM NM NM NM NM NM NM NM NM NM 75 78 78 81 83 85 2.4 13.3
Unicom 71 68 68 62 66 62 59 #                         N/A N/A
GPU 77 79 79 69 75 75 78 #                         N/A N/A
Central and South West 77 82 78 78 NM 76 79 #                         N/A N/A
PECO Energy NM 72 70 65 66 71 72 #                         N/A N/A
Niagara Mohawk Power 69 73 64 65 68 68 69 69 #                       N/A N/A
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Municipal Utilities                                   73 76 76 0.0 4.1
Salt River Project                                   82 81 81 0.0 -1.2
Long Island Power Authority                                   65 58 43 -25.9 -33.8
LA Department of Water and Power                                   66 69 71 2.9 7.6
CPS Energy                                   79 79 80 1.3 1.3
All Others                                   73 77 78 1.3 6.8
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
HEALTH CARE & SOCIAL ASSISTANCE 74.0 74.0 71.0 67.0 72.0 70.0 69.0 68.0 70.0 73.0 76.0 70.8 74.1 76.8 78.0 78.5 77.0 78.4 78.5 80.0 1.9 8.1
Ambulatory Care                             81 80 81 80 81 82 1.2 1.2
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Hospitals 74 74 71 67 72 70 69 68 70 73 76 71 74 77 75 77 73 77 76 78 2.6 5.4
All Others 74 74 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
American Medical Holdings NM 73 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
HCA 78 73 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
HealthTrust EPIC 67 70 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A

Score tables print best in landscape.

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Notes
The ACSI releases industry results monthly and updates the national index quarterly. Baseline measurements are from the summer of 1994.

The "All Others" score for an industry represents the remainder of the total industry market share, less the market shares of the measured companies. This benchmark is an aggregate of a representative number of customer interviews from each of potentially hundreds of smaller companies within the industry.