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J.D. Power and Associates ranks CMP No. 1 in Business Customer Satisfaction
Maine utility receives seventh No.1 ranking
AUGUSTA, Maine, February 19, 2013 — Central Maine Power Company (CMP), a subsidiary of Iberdrola USA, ranked No. 1 in business customer satisfaction among midsize electric utilities in the eastern states according to the J.D. Power and Associates 2013 Electric Utility Business Customer Satisfaction Study. This is the company’s seventh No. 1 ranking for business or residential customer satisfaction.
“Every instance of customer service adds up in ways we can’t always measure, yet our customers are measuring us, and the results speak for themselves,” said CMP President Sara Burns. “We are delighted to receive this distinction yet again. It shows that our customers recognize and appreciate our employees for the great job they do everyday.”
The study noted that strong customer communication during outages is a key driver of customer satisfaction. CMP was recognized twice in the past two years by the Edison Electric Institute for its response to major storms, including Hurricane Sandy and Topical Storm Irene, where the company’s customer communications were put to the test.
With the support of its parent company, Iberdrola, CMP is also investing aggressively in new technology and system upgrades to improve the long-term capacity and reliability of its 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 more than 600,000 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 five years for other system enhancements.
The 2013 study was based on interviews with representatives of 25,700 business customers of more than 90 utility brands across the United Sates. It is the second consecutive year that CMP has received the top ranking from business customers, and the third time since 2009 study. CMP has also been ranked No. 1 four times for residential customer satisfaction in J.D. Power and Associates’ annual studies since 2008.
“With support from 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 cmpco.com .
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 www.iberdrolausa.com.