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


Chattanooga, TN (July 11, 2018) – J.D. Power has announced that customers participating in its Electric Utility Residential Customer Satisfaction Study have given EPB of Chattanooga the highest overall scores among all mid-size utilities in the South U.S. region, a distinction that Chattanooga’s public power provider has received for three consecutive years.

EPB’s overall Customer Satisfaction Index of 794 exceeded the mid-size South region’s utility segment average of 724.

EPB’s Customer Satisfaction Index continues to climb since first earning the region’s top score of 737 in 2016. J.D. Power, a leading global consumer and marketing research organization, conducts an annual study of electric utilities that measures customer satisfaction with power quality & reliability, price, billing & payment, corporate citizenship and communications and customer service.

Chattanooga’s fiber optic smart grid has reduced customer outages by 65% and customer outage minutes by 52%.

Here is a link to J.D. Power’s press release announcing the results of the study: http://www.jdpower.com/resource/electric-utility-residential-customer-satisfaction-study

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About EPB

Established as an independent board of the City of Chattanooga in 1935, EPB is a municipally-owned utility that provides electric power and fiber optic communications services as a means of promoting economic development and enhancing quality of life across the local area.

EPB serves more than 170,000 homes and businesses in a 600 square-mile area that includes greater Chattanooga, as well as parts of surrounding counties and areas of North Georgia.

In 2010, EPB became the first provider in the United States to deliver up to 1 Gig (1,000 mbps) internet speeds utilizing a community-wide fiber optic network that provides access to every home and business in its service area. In 2015, EPB became the first, and to date, only American ISP to make up to 10 Gig (10,000 mbps) internet speeds accessible to all of its residential and commercial customers as a standard offer.

EPB has also utilized its community-wide fiber optic network to deploy the most advanced and highly automated smart grid power management system in the nation. In recognition of EPB’s groundbreaking infrastructure, the Department of Energy and Oak Ridge National Laboratory are utilizing EPB’s smart grid as a national model for researching and developing best practices. EPB is also the first major power distribution utility to earn the USGBC’s PEER certification for having a highly automated, modernized electric power grid. 


July 11, 2018


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