Customers Give GP&L High Marks in Satisfaction Survey
GARLAND, October 17, 2003 - GP&L continues to improve its customers' satisfaction levels, according to a Residential Customer Satisfaction Survey conducted during summer 2003. Ninety one percent of customers gave GP&L an Excellent or Good Overall Satisfaction rating. This includes an Excellent rating of 41%, which represents an improvement over the 35% rating given in 1999, the first year of the survey.
"This consistent indication of high customer satisfaction is the result of hard work by the employees of GP&L and their ongoing commitment to our customers," said Elizabeth Kimbrough, Electric Marketing Manager.
In addition, 96% of customers rated GP&L as Very or Fairly Reliable, a result of GP&L's decades-long commitment to "keep the lights on." Eighty-two percent of customers rated the utility as Very Reliable and 14% as Fairly Reliable. This score has trended up significantly since 1999, when 69% considered it Very Reliable and 26% considered it Fairly Reliable.
"The high reliability ratings reflect GP&L's commitment to maintenance of the transmission and distribution system and quick response to storm-related outages," said Kimbrough.
The survey was conducted from May 15 through June 6, 2003 by Satisfaction Development System, which conducts research for companies across the US.