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New J.D. Power study shows MLGW most improved utility in overall customer satisfaction
September 26, 2008
A study released this week by J.D. Power and Associates shows Memphis Light, Gas and Water has made significant improvement in customer satisfaction. The "2008 Gas Utility Residential Customer Satisfaction Study" shows MLGW making a 72 point improvement over the 2007 study, the highest of any utility surveyed. However, the score of 553 out of 1000 points is still the lowest in the South Region. This survey is specific to natural gas utilities, and differs from the J.D. Power and Associates survey of residential electric customers that was released this summer.

"The 72 point increase is the first step in MLGW's goal to be ranked first in our region by J.D. Power and Associates. While we are happy to have significantly improved, we understand that we have a long way to go. We need to keep improving, and we will. This study shows that we are improving our relationships with our customers," MLGW President and CEO Jerry Collins said.

Alan F. Destribats, Vice President of Utility & Telecom at J.D. Power and Associates, said, "While MLGW has the lowest score in the South Region, it is the most improved company in the 2008 study with a 72 point increase over 2007." More than 60 natural gas utilities were surveyed in the 2008 study.

The study measures residential customer satisfaction with natural gas customers in six areas: company image, communications, price and value, billing and payment, customer service and field operations.

Across the nation natural gas prices have been rising due to limited supplies and greater demand. MLGW is concentrating efforts to communicate energy conservation information to its customers in order to lessen the effect of rising energy prices.

MLGW is the largest three-service public power utility in the nation, serving more than 420,000 customers in Memphis and Shelby County. A 2008 survey of large metropolitan areas showed that MLGW has the sixth lowest combined rates in the nation.