Friday, September 24, 2010

JD Power Gas Residential Survey Results

The JD Power Gas Residential Survey results came in yesterday. (The Commercial Appeal ran a story here.)

Here are some highlights:

• MLGW had the strongest improvement of any utility in the survey, increasing its score by 56 points.

• MLGW also ranked among the top utilities in corporate citizenship awareness.

• MLGW scored 589 this year after scoring 533 in 2009.

• 75 gas utilities were ranked in the survey.

• This survey is specific to gas utilities and their residential customers.

• The study measures customer satisfaction with electric utility companies by examining six key factors: power quality and reliability; price; billing and payment; corporate citizenship; communications; and customer service.

And here are some MLGW initiatives and improvements related to gas services:

• MLGW had no rate increases in 2010.

• Launched an initiative to restore power to cut-off customers during winter (Partnered with the city and county to restore previously cut-off customers during the cold spell in early January)

• Enabled Visa and MasterCard pay options with a new payment system. (In addition to Discover, customers have more payment options.)

• Launched In-Home Energy Efficiency program which provides rebates to homeowners for making certain types of home improvements.

• Partnered with the City of Memphis on a Home Energy Efficiency Grant (HEEG) program. These grants will provide $5 million in energy-efficiency improvements to hundreds of MLGW customers.

• Heavy involvement and employee volunteerism in community events (i.e. United Way, Special Olympics, LifeBlood, Food Bank, HeartWalk, Diabetes Association, etc.)

• Increased communications with Spanish-speaking customers. (Increased Spanish-language MLGW communications; appearances on Spanish radio and television programs, conducted EnergySmart energy education workshops in Spanish)

• Launched text messaging service to notify customers about due dates and pending cut-offs.

• Increased outreach through social media (MLGW has an active presence on FaceBook, Twitter and MLGW’s blog).

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