Join Our APPA Customer Service Benchmarking Community



First Quartile Consulting's annual American Public Power Association Customer Service Benchmarking survey allows public power utilities to compare their customer service performance and practices to other public power utilities across the country.


The survey helps to support continuous improvement by providing the following benefits to your utility:


  • Assess your performance against that of your peers
  • Set realistic goals based upon your demographics
  • Identify practice changes that have been successful elsewhere
  • Reinforce ongoing change efforts by tracking your performance


Reasons to benchmark with First Quartile Consulting include:


  • Brief, yet comprehensive questionnaire
  • Powerful on-line software
  • Emphasis on case studies and initiatives
  • Comparison to our investor-owned utility statistics
  • Detailed research on current topics of interest


As part of the survey program, we will identify the most innovative practices and create a forum to share that information. We hope that you will participate and get your success stories out to your peers and your community.


A complete Schedule of Events is available here.



List of past participants:


  • Anaheim Public Utilities
  • Austin Energy
  • Azusa Light & Power
  • Benton PUD
  • Bristol Virginia Utilities
  • Bryan Texas Utilities
  • Burbank Water and Power
  • City of Denton
  • City of Edmond
  • City of Gilette
  • City of Glendale
  • City of Longmont
  • City of Redding Electric Utility
  • City of Riverside
  • Easton Utilities
  • EPB, Chattanooga
  • Fort Pierce Utilities Authority
  • Greenville Utilities
  • Holland Board of Public Works
  • Imperial Irrigation District
  • Johnston City Power Board
  • Kissimmee Utility Authority
  • Lakeland Electric
  • Lewes Board of Public Works
  • Los Angeles Department of Water and Power
  • Nashville Electric Service
  • Omaha Public Power District
  • Pasadena Water & Power
  • Sacramento Municipal Utility District
  • Salt River Project
  • Santee Cooper
  • Seattle City Light
  • Tacoma Public Utilities



Price: $1,500


How to participate:


Step 1:  Learn more about the survey by contacting

Step 2: Complete our on-line registration form.

Step 3: We'll email you a link and password to our online survey form and send you the 2016 questionnaire.

Step 4: You'll receive invitations to our conference calls and will receive a draft report of your results, as well as a final report, your customized profiles and an invitation to the final results meeting.



For additional information, please contact:


Debi McLain Cook, First Quartile Consulting,, 760-272-7277

LeAnne Sinclair, APPA,, 202-467-2973

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