Friday, February 22, 2013

Study: Radio/TV Scores Well For Sandy Coverage

2013 Hurricane Sandy Responsiveness Study Released

Overall, state governments and electric utilities provided more effective responsiveness and handling of the 2012 Hurricane Sandy emergency than did local and federal governments, according to the J.D. Power and Associates 2013 Hurricane Sandy Responsiveness Study released Thursday.

The study is based on interviews of more than 5,900 U.S. residential customers in 31 utility territories impacted by Hurricane Sandy. The online survey was conducted from January 4 to January 11, 2013. Overall responsiveness is measured by examining three areas across electric utilities and local, state, and federal governments: preparedness for the hurricane; efforts to support hurricane recovery; and effectiveness of communications.

Obtaining timely outage information is critical to utility customers. Customers received most of their information regarding the outage by calling their utility directly (37%); listening to radio or watching TV (29%); and going directly to their utility's website (17%). Nearly three-fourths (71%) of customers who made contact with their utility during the outage used their mobile cellphone or smartphone. Satisfaction is highest among customers who say they received proactive outbound communications, in which their utility sent emails, text messages or outbound phone calls.

Hurricane Sandy's damage is estimated at $50 billion and is considered the second-costliest hurricane in U.S. history.

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