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MLGW Shows More Improvement in Latest J.D. Power Residential Utility Customer Satisfaction Survey
July 21, 2009
(July 21, 2009) - Memphis Light, Gas and Water Division posted the third best increase in overall score for the South Midsize Region in the latest residential utility customer satisfaction study conducted by J.D. Power and Associates. MLGW is no longer last in the nation, ranking 117th out of 121 utilities in the nation in the latest survey.

MLGW's overall score jumped 15 points to 563 in J.D. Power's 2009 Electric Utility Residential Customer Satisfaction Study, which was released this week. MLGW scored 548 out of 1,000 points in 2008. In the South Midsize Region, John Hazen, senior director at J.D. Power, noted the South Midsized Average fell by 8 points compared to 2008, which means MLGW continues to show improvement.

"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.

This survey is specific to electric utilities, and differs from the J.D. Power and Associates survey of natural gas customers that will be released later this year, as well as the business electric survey that will be released in early 2010.

The study measures residential customer satisfaction with customers in six areas: power and quality, price, billing and payment, corporate citizenship, communications and customer service. MLGW showed increases in all categories; four--power and quality, billing and payment, communications and customer service—showed double-digit growth.

MLGW is the largest three-service public power utility in the nation, serving more than 420,000 customers in Memphis and Shelby County.