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FPL wins unprecedented sixth straight national customer service award

JUNO BEACH, Fla. – For the sixth year in a row, Florida Power & Light Company has received the prestigious ServiceOne Award for exceptional customer service.

Worldwide consulting firm PA Consulting Group presents the 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 six times.

“The FPL customer service team is honored to receive the ServiceOne Award. We work day in and day out to help our customers, and we continue to strive to deliver them the best, most efficient service possible,” said Marlene Santos, FPL’s vice president of customer service.

“Across the electric utility industry, companies operate under a diverse set of circumstances that present obstacles in the form of economic conditions, customer demographics, and regulatory requirements,” said Mike Hormell, PA’s ServiceOne program director. “FPL recognizes that the road to top performance requires the development of custom solutions that target the specific needs and preferences of its customer base.”

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. These functional areas include the contact center, billing, payment, revenue protection, credit and collections, meter reading and safety.

Here are some examples of how FPL excels:

• Excellent representative availability rate ensures that customers can easily reach  FPL.
• Multiple bill payment options give customers a variety of choices.
• Substantial use of alternative communication channels allows more customer choice.
• One of the highest percent of calls completed in the Interactive Voice Response  (IVR) system facilitates faster self-service.
• The lowest meter-reading error rate adds to customer confidence.

FPL’s customer care center also earned the ServiceOne Balanced Scorecard Achievement Award for demonstrating best practices and excellence in operations along the components of cost, service level and safety.

FPL’s typical residential customer bill is below the national average and the lowest of all 54 electric utilities in Florida, according to Florida Municipal Electric Association data for September 2009, the latest available.

Florida Power & Light Company
Florida Power & Light Company (FPL) 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 nearly 11,000 employees. The company consistently outperforms national averages for service reliability while customer bills are well below the national average. A clean energy leader, FPL has one of the lowest emissions profiles and the No. 1 energy efficiency program among utilities nationwide. FPL is a subsidiary of Juno Beach, Fla.-based FPL Group, Inc. (NYSE: FPL). For more information,

PA Consulting Group
PA Consulting Group is a leading management, systems and technology consulting firm. Operating worldwide in more than 35 countries, PA draws on the knowledge and experience of 3,000 people, whose skills extend from the initial generation of ideas, insights and solutions all the way through to detailed implementation. This benefits-driven approach is founded on our strength in innovation, our responsiveness to our clients’ needs, and our unyielding focus on delivery. All of our work and support is based on deep sector insight and expertise, and we work across the private and public sectors, with particular strengths in energy, financial services, life sciences & healthcare, government & public services, manufacturing, defense and telecommunications.

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