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FPL customers are at the heart of its receiving top customer service honors
FPL wins ServiceOne Award Ninth Consecutive Year

JUNO BEACH, Fla. – Florida Power & Light Co. (FPL) says its more than 4 million customers serve as the motivation for providing award winning customer service.

“Given the expanding set of challenges customer service organizations in energy utilities face daily, FPL has proven that it is not satisfied with the status quo and accepts the more difficult commitment to achieving the highest levels of customer service quality,” said Jerry Sullivan, PA’s ServiceOne Program Director. “By taking this challenge seriously and raising the bar for service performance, FPL has created tremendous benefit for customers at home and across the industry.”

Last night, on behalf of FPL's approximately 2,000 customer service employees, FPL received the 2012 ServiceOne Award from PA Consulting Group, an international consulting firm. 2012 marks the ninth year in a row that FPL has received the prestigious national award that recognizes exceptional customer service. 

“We work hard and will continue to work hard to provide customers with the lowest bills in the state and top-notch reliability and customer service,” said Marlene Santos, FPL vice president of customer service. “To win this award an unprecedented nine years in a row is a tribute to the exceptional team of employees who work at FPL and who are committed to serving our customers.”

The ServiceOne Award is based on criteria that cover nearly all the areas typically found within utility customer service operations, including the contact center, billing, payment, revenue protection, credit and collections, meter reading and safety.

In addition, FPL received ServiceOne Balanced Scorecard Achievement Awards for its customer care, billing, meter reading, credit and collections, field service and payment departments. Some of the metrics that helped earn FPL these awards include:

  • Providing accurate bills more than 99.9997 percent of the time
  • Reading meters on schedule more than 99 percent of the time
  • Answering about 90 percent of calls within 30 seconds

Florida Power & Light Company
Florida Power & Light Company is the largest rate-regulated electric utility in Florida and serves the third largest number of customers of any electric utility in the United States. FPL serves approximately 4.6 million customer accounts and is a leading Florida employer with approximately 10,000 employees as of year-end 2011. During the five year period ended December 31, 2011, the company delivered the best service reliability among Florida investor-owned utilities, while its typical residential customer bills, based on data available in December 2011, are about 25 percent below the national average. A clean energy leader, FPL has one of the lowest emissions profiles and one of the leading energy efficiency programs among utilities nationwide. FPL is a subsidiary of Juno Beach, Fla.-based NextEra Energy, Inc. (NYSE: NEE). For more information, visit

About PA Consulting Group
PA Consulting Group is a firm of more than 2,000 people, specializing in management and IT consulting, technology and innovation. Independent and employee-owned, we operate globally from offices across Europe and the Nordics, the United States, the Gulf and Asia Pacific. PA Consulting works with businesses and governments to anticipate, understand and meet the challenges they face. We have outstanding technology-development capability and a unique breadth of skills, from strategy to performance improvement, from HR to IT. PA Consulting’s expertise covers energy, financial services, life sciences and healthcare, government and public services, defense and security, transport and logistics, telecommunications, consumer goods and automotive. PA Consulting Group has partnered with energy clients for over 25 years to help them understand the challenges they face and define and implement an effective strategic response. For more information about PA Consulting Group,

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