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FPL wins ServiceOne Award for exceptional customer service for eighth consecutive year; also receives four additional awards

JUNO BEACH, Fla. – Last night, Florida Power & Light Co. earned the 2011 ServiceOne Award for exceptional customer service presented annually to utility companies by the worldwide consulting firm PA Consulting Group. FPL is the only utility to win this award eight consecutive years. 

The ServiceOne Award is based on a set of criteria that covers nearly all the functional areas within customer service operations typical for a North American utility, including the contact center, billing, payment, revenue protection, credit and collections, meter reading, field meters and safety. FPL achieved first quartile performance based on 27 objective service level measures of excellence.

“Receiving this prestigious award an unprecedented eight years in a row is further confirmation that our long-term company values of being committed to excellence, doing the right thing, and treating people with respect are key to our success,” said Marlene Santos, FPL Vice President of Customer Service. 

"Leading customer service organizations such as FPL achieve success by empowering their employees to put their customers’ needs at the front of everything they do," said Gregg Edeson, PA's ServiceOne Program Director. “FPL has set the standard by enabling staff with the information, tools and leadership necessary to foster a customer service-oriented culture.”

FPL’s focus is on providing excellent customer service while delivering affordable, reliable and clean energy. FPL delivers 99.98 percent service reliability to its customers. The company’s typical residential customer bills are the lowest of all 55 electric utilities in Florida and more than 20 percent below the national average.

In addition, FPL received ServiceOne Balanced Scorecard Achievement Awards for its customer care, billing, meter reading and field meters departments. The Balanced Scorecard Achievement Awards recognize excellence in specific areas of customer service.

Florida Power & Light Company
Florida Power & Light Company is the largest electric utility in Florida and one of the largest rate-regulated utilities in the United States. FPL serves 4.5 million customer accounts in Florida and is a leading employer in the state with approximately 10,000 employees. The company consistently outperforms national averages for service reliability while its typical customer bills are more than 20 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

PA Consulting Group
PA Consulting Group is a leading management and IT consulting and technology firm. Independent and employee-owned, PA Consulting operates globally in more than 30 countries and transforms the performance of major organizations in both private and public sectors. From initial idea generation and strategy development through to detailed implementation, PA Consulting delivers significant and tangible results. PA Consulting has outstanding technology development capability; a unique breadth of skills from strategy to performance improvement, HR to IT; and strong expertise in communications, defense, energy, financial services, government and public services, healthcare, international development, manufacturing and water. For more information about PA Consulting Group, please visit

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