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Palo Alto Utilities Reps Ranked Among Best in Nation

The city utility received a 9.1 on a 10 point scale from its large business and high scores in all categories.

Key Account Representative Josh Wallace who picked up the award for City Palo Alto Utilities.
Key Account Representative Josh Wallace who picked up the award for City Palo Alto Utilities.
Utility customers in Palo Alto must feel like kings because of their account representatives have received high national praise, a city spokeswoman reported.

"The city's large business customers rated their Utilities Key Account Representatives so highly in terms of providing useful and timely information that our Reps ranked among the best in the country," said Debra Katz, utilities communications manager.

According to Katz, customers voted the City of Palo Alto Utilities (CPAU) first in a recent ESource national survey for both the utility and individual key account representatives high. Josh Wallace, an account representative, picked up the award for CPAU.

"Our Key Account Representatives work hard to provide personalized information and assistance to customers," Katz said, about the survey based on responses from more than 1,300 U.S. utility large business customers of 18 utilities. "We greatly appreciate this recognition that our services add value to their businesses."

Katz explained that CPAU received a 9.1 on a 10 point scale from its large business and high scores in all categories.

"CPAU consistently gets satisfaction ratings of 85 percent or higher on surveys conducted among all customer classes, a statistic that tells us we are meeting most people's needs," she said. "Of course, we're aiming for 100 percent satisfaction of all customers, so our work is not done!"
bruce k September 24, 2013 at 04:09 AM
Palo Alto Utilities should not be getting awards for anything. Their service has improved, but that was only because it was so horrible for so long. Secondly, they have made poor decisions at about every turn. Signing long term agreements that have increased the cost of garbage collection more than once a year for the past few years. Another thing I don't like is if someone wanted to be energy self-sufficient and put solar panels on their roof, I'm not sure they can disconnect from the city, but even if they do they have still pay a baseline for electricity service. That doesn't make sense to me.

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