It's Business Time

Brett and Jemaine don't have anything to do with J.D. Power, but I wanted to stress that the latest report is dealing with our commercial, not residential customers.

MLGW continues to improve in the various J.D. Power & Associates customer satisfaction surveys, as evidenced by results for the 2010 Electric Utility Business Customer Satisfaction Study announced today. MLGW climbed 41 points, while other utilities averaged an increase of 29 points, and MLGW no longer ranks last in this survey.

To help improve customer service for its business customers, MLGW has worked to enhance a number of areas, including:

• Improving service and response times to customers doing business with MLGW over the phone, by mail in person, and especially electronically.

• Expanding the options for using My Account for commercial customers.

• Expanding E-billing options for commercial customers.

• Increasing the number of transactions that commercial customers can do over the internet with MLGW.

• From an outage standpoint, not only can customers get feedback on estimated times of restoration when using our outage line 544-6500, they can view an up-to-date outage map at www.mlgw.com and read the status of an outage affecting them.

• Utilizing social media such as Twitter and Facebook in order to reach and communicate with customers.

• Increasing circulation of its monthly business newsletter, Energy Edge to nearly 6,000 customers.