FPL wins prestigious, national ServiceOne Award for tenth year in a row

   FPL wins prestigious, national ServiceOne Award for tenth year in a row

Dedication to customers helps FPL achieve a "perfect 10"

PR Newswire

JUNO BEACH, Fla., Nov. 21, 2013

JUNO BEACH, Fla., Nov. 21, 2013 /PRNewswire/ --Last night, Florida Power &
Light Company (FPL) was proud to accept an award for exceptional customer
service, but the real beneficiaries of the award are the millions of customers
that FPL serves. For the tenth consecutive year, FPL was awarded the national
2013 ServiceOne  Award from PA Consulting Group, an international consulting

(Logo: http://photos.prnewswire.com/prnh/20120301/FL62738LOGO )

"Providing customers with one of the lowest bills in the state, top-notch
reliability and award-winning customer service is something we work hard to
achieve," said Marlene Santos, FPL vice president of customer service. "To win
this award 10 years in a row is a tribute to the exceptional team of FPL
employees who are committed to going above and beyond in serving our

The ServiceOne Award is based on criteria that cover typical utility customer
service operations, including the contact center, billing, payment, revenue
protection, credit and collections, and safety.

"Excellent customer service can only be achieved if it is a core value for a
company. This is particularly the case in the utility sector, where increasing
demands placed on customer service organizations have challenged traditional
delivery strategies, business processes and modes of customer interaction
especially in light of the evolving digital technology," said Arun Mani, PA's
ServiceOne program director. "FPL has successfully managed to create
outstanding benefits for the customer through a combination of hard work,
effective leadership, and an unwavering commitment to service."

In addition, FPL received ServiceOne Balanced Scorecard Achievement Awards for
its customer care, billing, meter reading, credit and collections, field
service, payment departments and self-service options. Some of the metrics
that helped earn FPL these awards include:

  oProviding accurate bills more than 99.9997 percent of the time
  oReading meters on schedule more than 99 percent of the time
  oAnswering about 90 percent of calls within 30 seconds

Florida Power & Light Company
Florida Power & Light Company is the largest rate-regulated electric utility
in Florida and serves the third-largest number of customers of any electric
utility in the United States. FPL serves approximately 4.6 million customer
accounts and is a leading Florida employer with approximately 10,000 employees
as of year-end 2012. During the five-year period ended December 31, 2012, the
company delivered the best service reliability among Florida investor-owned
utilities. As of year-end 2012, its typical residential customer bills are the
lowest in Florida, and based on data available in July 2012, are about 26
percent below the national average. A clean energy leader, FPL has one of the
lowest emissions profiles and one of the leading energy efficiency programs
among utilities nationwide. FPL is a subsidiary of Juno Beach, Fla.-based
NextEra Energy, Inc. (NYSE: NEE). For more information, visit www.FPL.com.

About PA Consulting Group
PA Consulting Group (PA) is an employee-owned firm of over 2,500 people,
operating globally from offices across North America, Europe, the Nordics, the
Gulf and Asia Pacific. PA has experts in energy, financial services, life
sciences and healthcare, manufacturing, government and public services,
defense and security, telecommunications, transport and logistics. PA's deep
industry knowledge, together with skills in management consulting, technology
and innovation, allows them to challenge conventional thinking and deliver
exceptional results with lasting impact. PA has partnered with energy clients
for over 25 years to help them understand the challenges they face and define
and implement an effective strategic response. PA's ReliabilityOne™ 2013
awards are presented to electric utilities providing their customers with the
highest levels of reliability in the industry. PA's ReliabilityOneTM study is
based on standard industry reliability statistics that measure the frequency
and duration of electric power outages and has been analyzing electric utility
performance since 1987. For more information about PA Consulting Group, visit

SOURCE Florida Power & Light Company

Website: http://www.fpl.com
Contact: Florida Power and Light Co., Media Line: (561) 694-4442
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