Overall customer satisfaction has improved among residen-tial customers served by the nation's 78 largest electric utilities, ac-cording to the J.D. Power and Associates 2005 Electric Utility Residential Customer Satisfaction Study released in late July. The Customer Satisfaction Index now stands at 99 points—up from 98 points in 2004. The index's baseline of 100 points was established in the 2002 study. Overall customer satisfaction is based on performance in five factors: power quality and reliability; company image; price and value; billing and payment; and customer service. Utilities are ranked in four geographical regions as well as in a segment for medium-sized utilities.
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机译：根据7月下旬发布的《 J.D. Power and Associates 2005电力公用事业住宅客户满意度研究》显示，在全美78个最大的电力公用事业公司所服务的居民客户中，总体客户满意度有所提高。客户满意度指数目前为99分，高于2004年的98分。该指数在2002年的研究中建立了100分的基线。总体客户满意度基于五个方面的性能：电能质量和可靠性；公司形象；价格和价值；计费和付款；和客户服务。公用事业在四个地理区域以及中型公用事业的细分中排名。
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