CMP ranks last among large utilities in nationwide customer satisfaction survey
AUGUSTA (WGME) -- Central Maine Power is pushing back after a new report ranked the utility last among large utilities in a new nationwide customer satisfaction survey, according to J.D. Power’s 2022 Study of Electric Utility Residential Customer Satisfaction.
In pervious years, CMP has ranked at or near the bottom of the same list.
J.D. Power’s 2022 Study of Electric Utility Business Customer Satisfaction survey is done each year by J.D. Power using more than 100,000 interviews with customers all over the country.
CMP ranked last out of 18 large utilities in the East with a score of 607 out of a possible 1,000 points.
J.D. Power says customer dissatisfaction with utilities is very high right now.
CMP cited that when responding to its dismal finish, saying they are not responsible for rising electric supply rates.
Joseph Purington, president and CEO of CMP, responded to JD Power’s results in a statement:
“Given the increasing burden of the cost of the supply of electricity across the country, it is no surprise that the JD Power rankings of the entire utility industry are down. We are living in challenging times and given the historic energy supply cost increases from out-of-state generation companies, we understand that customers are struggling, and those sentiments are reflected in these results.
Since December 2021, CMP has been actively reaching out to customers to offer energy management tools, payment options and information on sources of assistance. We understand how our customers are feeling because we talk to them every day.
For nearly three years, CMP has met or exceeded challenging customer satisfaction standards including bill accuracy and call waiting times – 99.8% of bills are accurate and on time.
Our system reliability standards remain high, and we continue to invest the majority of profits back into the system for improved power delivery, reducing the numbers of customers impacted by an outage. Customers appreciate our efficient storm recovery efforts.
We consistently meet customer expectations for new connections.
Every day, CMP looks for ways to improve upon our customer, stakeholder and community commitments."
Despite that "awareness," in the second quarter of this year CMP reported nearly $41 million in profit. That was in April, May, and June alone.
This continued poor ranking gives more ammo to advocates of the Pine Tree Power campaign. They are pushing for a state owned utility.
That issue will go to voters next year.
“For many small business owners, the electricity bill is one of the largest line items in their budget, and can mean the difference between being able to grow their business or shut their doors,” said Selecca Bulgar-Medina, Director of the Maine Small Business Coalition. “CMP takes advantage of being the only game in town and their abysmal rankings again show they will always put their foreign shareholder profits first, and their hard-working customers last.”
Most customers of CMP will see a significant rise in part of their electric bill in the new year after the Maine Public Utilities Commission set a new "standard offer" rate.
The increase in the supply rate from 11.8 cents per kilowatt hour to 17.6 cents represents a 49 percent rise for most residential customers and small businesses.
The "standard offer" is selected through a competitive bidding process but is not set by Central Maine Power. The rate is used by most CMP customers, unless they opt to sign contracts with other licensed energy providers.
The average CMP customer using 550 kWh per month should expect to see their total bill increase by $31.98. The new rate will go into effect January 1, 2023.
This is the second year in a row customers have seen an increase in the standard offer. The Maine PUC attributes the rise in rates to the volatility of the fossil fuel market.
**An earlier version of this story said CMP ranked last in the nation as part of this survey, that has been corrected**