The study is based on interviews of more than 5,900
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.
Sandy's damage is
estimated at $50 billion and is considered the second-costliest hurricane in U.S. history.