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Press release from PR Newswire

FPL Wins National Award for Customer Service Program

Tuesday, April 30, 2013

FPL Wins National Award for Customer Service Program

17:11 EDT Tuesday, April 30, 2013

JUNO BEACH, Fla., April 30, 2013 /PRNewswire/ -- Florida Power & Light Company (FPL) Customer Care employees have received another major award recognizing their strong commitment to providing outstanding service to FPL customers. FPL was awarded first place, out of nearly 100 call centers, in the Large Centers category of Benchmark Portal's 2013 Top 100 Call Center contest. The competition, which evaluates hundreds of call centers across a variety of industries throughout North America, assesses key metrics to help objectively identify centers that achieve superior results.

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"This recognition confirms that we are delivering on our promise to provide our customers with industry-leading customer service," said FPL Vice President of Customer Service Marlene Santos. "In addition to having the lowest bill in the state and reliability that is among the best in the nation, we are also proud to be recognized for the superior service we provide our customers. While this is certainly an honor, it is not an end point; we will never stop looking for ways to improve our customers' experience."

In fact, FPL is the only utility in the nation to win the prestigious ServiceOne Award, for exceptional customer service, nine consecutive years. Last year, the FPL Customer Care center was designated by BenchmarkPortal as a Center of Excellence and was among the top 10 call centers in North America.

"FPL's Customer Care center is among the best in its industry," said BenchmarkPortal CEO Bruce Belfiore. "This award was granted on the basis of objective, metrics-driven performance, and FPL stood tall against its competitors according to the world's largest database of call center metrics. This is not easy to do, and we congratulate FPL on its accomplishment."

Florida Power & Light CompanyFlorida 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

SOURCE Florida Power & Light Company

For further information: Florida Power and Light Co., Media Line: (305) 552-3888

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