GMP Earns Top Spot from Customers in JD Power Residential Customer Satisfaction Survey

COLCHESTER, Vt. – JD Power’s annual national survey of utility customers places Green Mountain Power (GMP) first among midsize utilities in the East Region for customer satisfaction.  The survey of 127,000 customers nationwide focuses on utility reliability, cost, and customer service.

“Study data shows that customers expect their utilities to deliver reliable service, provide easy access to information and frequent updates on outages and planned restoration. When utilities streamline billing and digital self‑service, and deliver timely outage alerts, satisfaction rises even in a cost‑pressured environment,” said Mark Spalinger, director of utilities intelligence at J.D. Power.

Several recent GMP initiatives helped to improve reliability, safety and affordability for customers. Among the projects are:

• Saving customers $3 million with GMP’s network of stored energy in one hour energy costs during the ISO-NE regional peak
• Improved targeted restoration times during severe weather events to help customers plan
• Drone program to help speed up restoration times for customers and improve safety for field crews
• Undergrounding power lines and storm-hardening overheard lines in rural, frequently storm-damaged areas of the state
• Enhancing assistance for customer who are low income through bill discounts, debt forgiveness and rebates

A GMP customer in Middlesex recently called GMP to make sure the innovation team knows how much they appreciate the home energy storage lease program. “We’re real people who benefit from this program,” she said.

Another customer wrote to GMP, thankful for the communication and field crew care during severe weather. “Thanks to text broadcasts from GMP, we felt assured throughout that we were neither neglected nor forgotten. We found it even more impressive when just minutes after our power was restored, one of your team took the time to drive from the repair site to our home and personally make sure that we and our neighbors were up and running,” said the Dummerston resident.

JD Power has been doing the national survey of utility customers for over 20 years.

“Everything we do starts with our customers, and we’re grateful for the trust they place in us every day. I’m incredibly proud of the GMP team whose dedication and creativity are delivering results for Vermonters through hard work, technology, and innovation that strengthen reliability, lower costs, and help to make Vermont more affordable. Together with our customers, we’re building an energy system that is cost-effective and ready for the challenges ahead,” said Mari McClure, GMP president and CEO.

More on the JD Power survey is here.

About Green Mountain Power

Green Mountain Power serves more than 275,000 residential and business customers in Vermont with electricity that’s 100% carbon free on an annual basis. GMP is partnering with customers to provide solutions that deliver resiliency and affordability while cutting carbon and costs for all. GMP is the first utility in the world to get a B Corp certification, meeting rigorous social, environmental, accountability and transparency standards and committing to use business as a force for good. GMP was named to Fast Company’s 2024 Most Innovative Companies in the World list, the sixth time earning that honor. In 2024, 2023 and 2021 the Smart Electric Power Alliance (SEPA) honored GMP as a nationwide leader in energy transformation. And, in 2022 GMP was named to TIME’s list of the 100 Most Influential Companies for its groundbreaking resiliency work to transform the grid for customers.

Everything we do starts with our customers, and we’re grateful for the trust they place in us every day.

Mari McClure, GMP president and CEO