JUNO BEACH, Fla. – For the seventh year in a row, Florida Power & Light Company has received the ServiceOne Award for exceptional customer service. The company also received four additional awards recognizing excellence in specific areas of customer service.
Worldwide consulting firm PA Consulting Group presents the ServiceOne Award annually to recognize utilities for customer service excellence. With this year's award, FPL becomes the only utility to have won the ServiceOne award seven times.
“FPL is honored once again to be recognized by PA Consulting for our customer service. We work day in and day out to deliver to our customers the best, most efficient service possible,” said Marlene Santos, FPL’s vice president of customer service.
"Excellent customer service can only be achieved if it is a core value for a company. This is particularly the case in the utility sector, where increasing demands placed on customer service organizations have challenged traditional delivery strategies, business processes and modes of customer interaction," said Mike Hormell, PA's ServiceOne program director. "FPL has successfully managed to create outstanding benefits for the customer through a combination of hard work, effective leadership, and an unwavering commitment to service."
The ServiceOne competition encompasses nearly all functional areas within customer service operations that are typical for a North American utility. These include the contact center, billing, payment, revenue protection, credit and collections, meter reading and safety. To qualify for the ServiceOne award, FPL performed in the top 25 percent versus other companies based on 26 measures of excellence.