CMP Offers Proof of Excellent Quality Customer Service
Customer Champion Notes: “I have seen real change at CMP.”
AUGUSTA, ME — September 20, 2021 — Central Maine Power (CMP) proudly shared evidence with the Maine Public Utilities Commission (MPUC) today that its service teams are delivering excellent quality customer care. In March 2020, the MPUC set forth a rigorous set of service standards or “Service Quality Metrics” and today’s filing demonstrates that the company has met and exceeded all of them for the last 18 months.
“The MPUC set the bar very high with these service quality standards – the highest ever established for CMP – and it took hard work and significant organizational changes to meet and even exceed them,” said Linda Ball, CMP’s Vice President of Customer Service. “In doing this work we have truly become a more customer-focused organization with the right people and tools in the right places to provide the top-quality service Mainers deserve. We are proud of this achievement and determined to stay vigilant about providing the best service we can, every day.”
CMP has made significant enhancements across the company, including increased staffing, process improvements, increased training and education, and organizational changes to ensure consistent, high-quality customer service for Maine. These enhancements have resulted in meaningful and sustainable positive change in CMP’s approach to customer service. Today’s filing notes that CMP is:
- Answering more than 87% of customer calls within 30 seconds
- Providing timely, accurate bills over 99 percent of the time
- Proactively applying a $25 credit to any bill that is not delivered on time to demonstrate CMP’s continued commitment to excellent service.
“I often hear feedback from customers who have noticed a positive change in CMP’s customer service. They appreciate that their calls are answered promptly by a trained professional who is ready, willing and able to help and that their bills are accurate and arriving on time,” said former State Senator and CMP Customer Champion, Dawn Hill. “I have seen real change at CMP. They take genuine pride in their service quality, and that’s reflected not only in these results but their active and strong engagement with the MPUC to set meaningful standards for future customer service standards.”
Given that it is meeting the goals set by the MPUC, the company has requested that it now be allowed to earn its full return on equity, and also emphasized its commitment to continue to meet these stringent service quality metrics as part of its commitment to its customers.
“I am proud of the hard work that has taken place over the last year and a half,” said CMP Interim President, Scott Mahoney. “Even though this 18-month period is over, we are not taking our foot off the gas. We will continue to use these metrics as benchmarks moving forward to ensure customers continue to receive the highest quality of customer service.”
About CMP: Central Maine Power Company (CMP), a subsidiary of AVANGRID, Inc., is Maine’s largest electricity transmission and distribution utility. Established in 1899 and based in Augusta, Maine, CMP serves approximately 636,000 customers across 346 communities in central and southern Maine. It operates approximately 23,500 miles of distribution lines and 2,900 miles of transmission lines. Over the last decade, the company has invested approximately $3.5 billion in Maine system infrastructure. In 2019, CMP was named Large Business of the Year by the Kennebec Valley United Way. For more information, visit www.cmpco.com.
About AVANGRID: AVANGRID, Inc. (NYSE: AGR) is a leading, sustainable energy company with approximately $36 billion in assets and operations in 24 U.S. states. With headquarters in Orange, Connecticut, AVANGRID has two primary lines of business: Avangrid Networks and Avangrid Renewables. Avangrid Networks owns eight electric and natural gas utilities, serving more than 3.3 million customers in New York and New England. Avangrid Renewables owns and operates a portfolio of renewable energy generation facilities across the United States. AVANGRID employs approximately 6,600 people. AVANGRID supports the U.N.’s Sustainable Development Goals and was named among the World’s Most Ethical Companies in 2019 and 2020 by the Ethisphere Institute. For more information, visit www.avangrid.com.
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