J.D. Power Consumer Study Gives EPB Highest Score in Region


Chattanooga, TN (July 29, 2016) – J.D. Power, a leading global consumer and marketing research organization, announced that EPB received the highest overall scores from customers for midsized utilities in the southern U.S region. 

EPB’s overall customer satisfaction index of 737 exceeded the south region’s midsize utility segment average of 687.

The J.D. Power annual study of electric utilities measures customer satisfaction with power quality & reliability, price, billing & payment, corporate citizenship and communications and customer service. In its 18th year, the 2016 study included 137 utility brands in the four major regions of the country and found that customers gave EPB very high marks for the professionalism of its employees. Additionally, the consumer study revealed that EPB is among the top seven brands for large and midsized utilities nationally.

“After a leading consumer magazine’s customer study showed EPB Fiber Optics scoring the highest in the nation for internet and TV services, we were pleasantly surprised to see the J.D. Power study that identified EPB as a top-scoring electric utility,” said EPB president David Wade. “Customer satisfaction is EPB’s overriding priority and we strive to meet and exceed customer expectations every day.”

Chattanooga’s smart grid, which has reduced power outages by an average of 60%, earns high marks for customer satisfaction as a result of the quality and reliability of the service. EPB’s 24/7 neighbor-to-neighbor customer service receives high ratings for communication and customer service. 

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