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J.D. Power ranks CMP No. 1 in business customer satisfaction

Maine utility receives sixth No.1 ranking in five years


AUGUSTA, Maine, February 15, 2012 — Central Maine Power Company (CMP) was ranked No. 1 in business customer satisfaction for 2012 among midsize electric utilities in the eastern states according to an annual study by J.D. Power and Associates, a global marketing information services company. This marks the sixth time in five years that CMP has received a No. 1 ranking based on business or residential customer satisfaction. CMP is a subsidiary of Iberdrola USA, which is a U.S. arm of the Spanish utility Iberdrola, S.A.

The J.D. Power and Associates 2012 Electric Utility Business Customer Satisfaction StudySM noted that web-based services, business service call centers, and the availability of smart meters may all contribute to higher levels of satisfaction for business customers. The 2012 study was based on responses from 24,385 online interviews with business customers of the 95 largest utility brands across the United Sates. The study was conducted from May to December 2011. CMP also ranked No. 1 in business customer satisfaction in the 2009 study.

Since 2008, CMP has also received the No. 1 ranking four times for residential customer satisfaction in J.D. Power and Associates’ annual studies.

“Great customer service is driven by our front-line employees,” said Sara Burns, president and CEO of Central Maine Power. “They’re knowledgeable, courteous, and they focus on great service in every aspect of their work. In my view, our workforce is second to none, and it’s gratifying to know our customers feel the same.”

CMP is also investing aggressively in new technology and system upgrades to improve the long-term capacity and reliability of their service:

  • Maine Power Reliability Program (MPRP), a $1.4 billion, five-year program to upgrade the company's bulk power transmission system.
  • Advanced Meter Infrastructure (AMI), a $200 million technology upgrade, including the installation of 620,000 new smart meters, a wireless communication network, and a meter data management system.
  • In addition to the MPRP and AMI, CMP expects to spend another $675 million during the next 5 years for other system enhancements.


“With support from Iberdrola USA and parent Iberdrola, we invested more than $500 million last year in long-term system improvements,” said Burns. “Ensuring safe, reliable service is the first obligation of any utility, but on a day-to-day basis, this study shows that business customers value solutions that combine the power of technology, such as smart meters and on-line account management, with customized service such as optimal pricing options and our business call center.”

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About Central Maine Power Company (CMP): Central Maine Power Company, a subsidiary of Iberdrola USA, is Maine’s largest electricity transmission and distribution utility. The company delivers about 9 billion kilowatt hours of electricity annually to more than 600,000 homes and businesses, representing about 80% of Maine’s annual consumer sales of electricity. The company has been ranked #1 in customer satisfaction six times by J.D. Power and Associates. For more information, visit .


About Iberdrola USA: Iberdrola USA, a subsidiary of global energy leader Iberdrola, S.A., is an energy services and delivery company serving more than 2.4 million customers in upstate New York and New England. For more information about Iberdrola USA, visit