MLGW Gets an "A"

MLGW customers give the utility an “A” when it comes to satisfaction and reliability

A newly released MLGW customer service survey, conducted by an independent third party, shows that when it comes to reliability, customer satisfaction and customer perception, MLGW customers give the utility an “A” grade. In each of these categories, MLGW customers say they are more than 98 percent satisfied with MLGW service.

The survey, which was completed by Renee Enterprises and audited by the Sparks Bureau of Business and Economic Research/Center for Manpower Studies and the University of Memphis, reflects the 2009 total of a monthly random sampling of customers who recently had direct contact with the utility, such as a service call, a billing question or payment extension. The survey includes 150 customers each month and is conducted both by phone and via the Internet.

According to the survey, 99.83 percent of MLGW residential customers are satisfied with their service. Ninety-seven percent believe their service is reliable and 92.39 percent have a positive perception of MLGW in the community.

To ensure customer service continues to improve, Division leadership has set up a new system of contacting customers who rate the utility low in one or more areas to examine how service improvements can be made.

“We want to know that we are doing all we can to exceed our customer’s needs,” stated MLGW President and CEO Jerry Collins Jr. “By hearing directly from customers one-on-one, we know those areas in which we need to improve our service and then take the necessary steps to make sure that service improves the next time they contact us.”

Collins went on to outline some of the improvements the utility has made over the past two years. They include:

· No rate increases in 2009 and 2010.

· Increased outage communications through Twitter, Facebook, an online outage map and post-restoration courtesy calls.

· Improving our rate of meter reading to 97 percent which means fewer estimated bills.

· Greatly reducing the amount of time customers are kept on hold when they call MLGW.

· Reliability enhancements to decrease the frequency and duration of outages.

· Increase of online service options, such as payment arrangements.

· Heavily increasing energy efficiency communications to help customers reduce their energy usage.

· Development of new programs such as the TVA/MLGW In-Home Energy Evaluation Program.

· Launching MLGW Mobile Alerts, which allows customers to get text message reminders of billing due dates or impending cutoffs.

· Development of a Customer Advocacy Center to address and resolve customer complaints.

· Creating a rental property ordinance that was passed by the City Council that ensures minimum energy efficiency standards for rental properties.

A January 2010 survey by Jacksonville Electric Company shows that MLGW electric rates continue to remain some of the lowest in the nation, coming in fifth lowest of more than 60 cities surveyed.

Customers can contact MLGW any time to discuss their utility service by e-mailing corpcomm@mlgw.org, calling 544-6549 or on Twitter @mlgw.