CHATTANOOGA, Tenn. (Dec. 18, 2024) – For the ninth year in a row, EPB customer feedback ranked the utility the Best in Customer Satisfaction for Residential Electric Service in the South among Midsize Utilities, according to the J.D. Power 2024 U.S. Electric Utility Residential Customer Satisfaction Study.

“Nine years of exceptional performance is a remarkable achievement and highlights EPB’s unwavering focus on meeting customer needs,” said John Hazen, managing director of utility intelligence at J.D. Power. “EPB’s continued success sets a high standard for the industry and demonstrates the vital role that reliable and customer-centered utilities play in shaping the overall perception of the energy sector.”

EPB President and CEO David Wade expressed gratitude to EPB employees for delivering such a high standard of service. “This honor reflects the hard work and commitment every EPB employee dedicates to our customers,” Wade said. “We are honored by our customers’ feedback and thankful for the trust they place in us.”

EPB continues to invest in its infrastructure to enhance system resilience and reliability by enhancing the EPB Local Energy Mix with the goal of growing local energy storage capacity to about 150MW, or 10-15% of the area’s peak demand for electricity. EPB is also beginning a multi-year effort with support through the U.S. Department of Energy GRIP program to enhance the overall resilience of the local power grid through projects that include adding additional energy storage, moving miles of power lines underground and other work throughout its service area.

EPB’s customer-focused initiatives include several programs, including:

• Levelized Billing – Levelized Billing calculates monthly bills on a rolling average of customer power usage over the past 12 months, helping customers understand approximately how much their electricity bill will cost.
• EPB Energy ProsSM – EPB Energy Pros serve as the community’s energy experts, providing free home energy advice and resources through in-person or phone consultations.
• Home Uplift – EPB has completed home energy improvements at no charge for more than 900 customers in need with support from TVA, the City of Chattanooga and others to improve energy efficiency and air quality.
• Bridge Fund – EPB and TVA again invested in the United Way of Greater Chattanooga’s Bridge Fund to support basic needs like food, utilities and housing, growing its cumulative investment over the last five years to $1.2 million.
• Local 24/7 Support – EPB’s dedicated team offers 24/7/365 local customer service.

Earlier this year, EPB received the highest score among electric consumers in the south in the J.D. Power 2024 U.S. Electric Utility Brand Appeal Index Study, based on customer feedback that ranked the utility first in all study factors, including Customer Trust, Company Reputation and Marketing Execution.

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About EPB

EPB is a customer-focused technology company that delivers innovative power and telecommunications solutions to the Chattanooga area in pursuit of its mission to enhance the quality of life for the community it serves. In 2010, EPB completed a 100% fiber optic network accessible to all its customers as the basis for launching America’s first community-wide Gig speed internet. The company still operates the world’s fastest community-wide internet service today at speeds up to 25 Gig. EPB also utilizes Chattanooga’s fiber optic network as the communications backbone for the most advanced and highly automated power distribution system in the United States. In 2022, EPB continued its commitment to keeping Chattanooga on the cutting edge by establishing our nation’s first commercially available quantum network—EPB Quantum Network℠ powered by Qubitekk. This effort aligns local job creation efforts with the national priority to accelerate the commercialization of quantum technology.

Since switching the lights on for its first electric customer in 1939, EPB has grown to serve nearly a half a million people across a 600-square-mile service area with cutting-edge infrastructure that integrates power distribution and telecommunications. At the same time, EPB keeps customer benefit at the center of all its efforts, earning national recognition for customer service for nine consecutive years. Learn more at epb.com.