Vermont Business Magazine Customers of Green Mountain Power are incredibly pleased with their energy company, a new study concluded, with 92 percent saying they are satisfied with the service they received from GMP. The customer study shows an improvement of four percentage points over the last year. In addition, 90 percent rated their trust in GMP as high, up four percentage points from the previous year. Reliability, especially in the wake of recent intense storms over the past several years, is critically important to customers and 97 percent say GMP provides reliable electric service. This annual survey from 400 telephone interviews is required by the Vermont Public Service Department to measure quality levels and customer satisfaction.
“These results are a testament to the hardworking people at GMP who are laser focused on exceeding customer expectations, and continuing to provide clean, cost effective and reliable power,” said GMP President and CEO Mary Powell. “We are so grateful for the trust and support of our valued customers.”
The study also found customer satisfaction with employee knowledge improved eight percentage points to 98 percent. GMP was also rated 98 percent satisfaction for the courtesyshown to customers, up three percentage points. Satisfaction with meter reading improved seven percentage points to 94 percent. And satisfaction with billing is also up two percentage points to 94 percent.
“As Vermont’s Energy Company of the Future, we are leading an energy transformation where power will be generated and used closer to where it’s needed and new energy technologies will be deployed to help customers save money and use less energy,” Powell continued. “Throughout this transformation, we remain steadfast in our commitment to our customers ensuring they have the best experience possible.”
Here are some customer comments from the survey:
“When the power goes out, we never have been without it for a long time. They have been kind and courteous. There was a time when we went through some financial difficulties and they worked with us. They are awesome as far as I am concerned.”
“I haven't had any complaints or trouble. They have always done a good job of restoring power and informing us of outages. They aregood with customer service and are upfront and honest.”
The full study has been reported to the Vermont Public Service Department for its review.