Sierra Pacific ranks low in midsized firms’ satisfaction

Friday, March 21, 2003 | 9:46 a.m.

CARSON CITY -- The parent company of Nevada Power Co. ranks next to last among Western utilities in satisfaction by midsized business customers, according to a new survey.

The company's ranking actually was an improvement over last year's results.

J.D. Power and Associates did the customer survey of utilities nationwide, including 10 in the West.

Sierra Pacific Resources, the parent of Nevada Power, which serves Las Vegas, and Sierra Pacific Power of Reno, achieved a score of 83 in customer satisfaction among businesses that use 50 to 500 kilowatts a month.

The average score in the West was 91.

The highest score in the West went to the Los Angeles Department of Water and Power at 102 and the lowest to San Diego Gas & Electric at 82.

Sierra Pacific was 10th and last in the West a year ago.

Walt Higgins, president, chairman of the board and chief executive officer of Sierra Pacific Resources, said there is room for improvement.

"Although the J.D. Power numbers showed some improvement for Sierra Pacific Resources in the midst of an overall industry decline, we are very far from being satisfied," he said.

Tim Hay, chief of the state Bureau of Consumer Affairs, said plenty more needs to be done.

"(The survey) indicates that Nevada Power, despite (an) extensive public relations effort, still needs to improve," Hay said. "Management has not been able to address many of the fundamental questions that need to be answered."

Hay noted that the top-rated utility in the West is municipally, rather than privately, owned. He said that the Southern Nevada Water Authority had pledged a 20 percent reduction in rates if it is successful in its bid to purchase Nevada Power.

Company officials say Nevada Power is not for sale.

The survey was taken from last October through January, and responses were gathered from 110 to 150 business customers in Nevada.