Green Mountain Power Survey Shows Customer Satisfaction Continues to Rise
Customer Trust in GMP is at an All-time High
11 December 2017
Colchester, Vt. – Results of a recent Green Mountain Power (GMP) customer satisfaction survey showed that customers continue to value the service they receive. When asked about recent contact they had with GMP, 98 percent of customers said they were satisfied with employee courtesy and 97 percent were satisfied that GMP has knowledgeable employees. These favorable results outshine even the strong results GMP has seen in recent years. The survey is required by state regulators and results are shared with the Department of Public Service and Public Utility Commission.
“We survey our customers through an independent research company on a regular basis to ensure the quality of our service remains at the level customers deserve,” said Mary Powell, President and CEO at GMP. “I am proud of our strong results this year, though I’m not surprised. Our teams work tirelessly to provide clean, cost-effective energy, and the best possible experience we can, while we also deliver the latest in energy innovations to drive down costs.”
Customers gave GMP a nod for providing reliable electricity as well, with 96 percent noting satisfaction. A large majority, 91 percent, also commended GMP for restoring service quickly after power outages. Respondents valued GMP employees’ attention to detail, with 97 percent expressing satisfaction with how accurately the team reads meters and an equal percentage favorably viewing the accuracy of GMP’s bills.
“We were especially pleased with those numbers,” Powell related. “They are significantly higher than in prior years. We have made a big commitment in the recent past to improving our bills to make them easier to understand and more informative, and are happy to see that those efforts are meaningful to those we serve.”
Powell noted that an important element in the customer/utility relationship is trust.
“It’s essential that we do what it takes to instill trust in our customers; they deserve to trust that we will do everything we can to bring power to their homes reliably and at the best value we can offer,” she stressed. That’s why I’m happy to relate that 92 percent of respondents during our latest survey period said that they had a high degree of trust in our company.”
Full results of the study, done by Metrix Matrix of Rochester, NY, are at: http://www.greenmountainpower.com/wp-content/uploads/2017/12/2017-Green-Mountain-Power-Commissions-Survey-Executive-Summary-Report.pdf
About Green Mountain Power
About Green Mountain Power Green Mountain Power (GMP) serves approximately 265,000 residential and business customers in Vermont and is partnering with customers to improve lives and transform communities. GMP is focused on a new way of doing business to meet the needs of customers with integrated energy services that help people use less energy and save money, while continuing to generate clean, cost-effective and reliable power in Vermont. GMP is the first utility in the world to get a B Corp certification, meeting rigorous social, environmental, accountability and transparency standards and committing to use business as a force for good. In 2014, Vote Solar named GMP a Solar Champion. More information at: www.greenmountainpower.com. Connect with GMP on Facebook and follow us on Twitter @GreenMtnPower.
Kristin Carlson, Green Mountain Power