In a recent survey of customer satisfaction, Garland Power and Light had 94 percent of their customers gave an Excellent or Good overall rating. These results are based on Garlands customers' responses to telephone surveys asking question about the service the company provides. Questions include the value of products, effectiveness of the communications and actions of the employees.

Garland Power and Light's survey company, Satisfaction Development Systems (SDS), measures customer service for many municipal power companies across America. According to Richard Mavin, President of SDS, power companies are beginning to see the value of measuring their customers perceptions about service as their service areas become increasingly open to competitive markets. "In fact, many power companies have already entered competitive markets," according to Mavin. "They have learned that their greatest competitive advantage is the loyalty they create by providing excellent service to their power subscribers," he said.

Americans expect more today. In ever increasing numbers, people will not tolerate poor products or service. These rising levels of expectation have required organizations from banks to hospitals to examine the way they do business. Even traditional monopolies, such as power companies, have found that they cannot take customers for granted.

Garland Power and Light has demonstrated that they recognize the tremendous value of their customer base. By having SDS provide this survey work, the company demonstrates to their subscribers that they really care about what they say and how they feel about the service they provide.