For the second consecutive year, Memphis Light, Gas and Water Division posted gains in the annual J.D. Power & Associates Electric Utility Residential Customer Satisfaction Survey. The utility climbed 18 points to best its highest ranking in ten years with a 2018 score of 684.
MLGW President and Chief Executive Officer J.T. Young says efforts are underway to continue and expand that positive trend with a proactive reliability improvement plan. “Much of MLGW’s infrastructure is 40-plus years old. This fall, we will present a plan to the Memphis City Council aimed at minimizing the adverse impact of severe weather” he said.
Power quality and reliability are among the categories surveyed; customer service, price, communications, corporate citizenship and billing and payment are the others. Another factor MLGW attributes to improving customer satisfaction scores is low utility rates.
MLGW has the lowest combined residential utility bill among more than 40 cities surveyed in an annual rates comparison. “Our goal is to increase customer value while containing costs and enhancing service delivery,” Young said.
MLGW is the largest three-service public power utility in the nation, serving more than 431,000 customers in Memphis and Shelby County.