We recently hired Research America out of Arlington, Virginia to survey our customers about their experience with Green Mountain Power (GMP). We report these results to the Vermont Public Service Department periodically. I’m happy to report that 98 percent of our customers who responded said they were satisfied with employee courtesy and 97 percent were satisfied that GMP has knowledgeable employees.
And when you get results of a study that show you’re doing well at what’s most important to you—well, that can make your day! And customer satisfaction is REALLY important to us. I hear my co-workers on the phone daily and I know they work hard to provide our customers with the service they deserve.
Customers gave us a nod for providing reliable electricity as well, with 96 percent noting satisfaction. And 91 percent commended us for restoring service quickly after power outages. That feels good, especially in the heart of a cold winter.
Respondents also valued our attention to detail; 97 percent expressing satisfaction with how accurately our team reads meters. An equal percentage viewed the accuracy of our bills favorably. We’re especially pumped about that last number because we’ve worked so hard to improve our bills to empower customers with important information they can use to track energy use and control costs.
And not only do you really like us—to borrow a phrase from Sally Field—you trust us too. And that is super important to us. You deserve to trust that we’ll do everything we can to provide great service, reliable power and offer products and services that help you use less energy and save money. So, 92 percent of respondents during our latest survey period saying that they had a high degree of trust in our company—that’s a big deal to us.
These results provide great validation from our valued customers. The real challenge is to maintain these high marks and hopefully improve them as we have over the years. We’re up to the task!
Full results of the study, done by Research America out of Arlington, VA.