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CMP Earns Worst-In-Nation Customer Satisfaction Marks For Third Consecutive Year

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Susan Sharon
/
Maine Public file
Central Maine Power repairs electric lines in April 2020.

For the third year running, Central Maine Power Co. has received worst-in-the-nation consumer satisfaction marks in a J.D. Power survey of electric utility business customers. On a 1,000 point scale, CMP received 692 points — the only mid-sized or large utility to rate less than 700 points.

CMP CEO David Flanagan says that is likely a hangover from 2017, when CMP botched the rollout of a new billing system just as it was contending with lengthy restoration times after a major windstorm.

“You can very quickly lose your reputation, and if you lose public trust it can take years to get it back. And we acknowledge that and we are in the process of rebuilding and trying to regain public trust,” he says.

Flanagan notes that CMP did gain 50 points over last year’s rating in the JD Power survey, and he says the company is now meeting or exceeding all its service and reliability standards.

State regulators who in January penalized CMP roughly $10 million for poor service say that since then it has been meeting those benchmarks.

JD Power releases a new survey of residential utility customers next month.

A Columbia University graduate, Fred began his journalism career as a print reporter in Vermont, then came to Maine Public in 2001 as its political reporter, as well as serving as a host for a variety of Maine Public Radio and Maine Public Television programs. Fred later went on to become news director for New England Public Radio in Western Massachusetts and worked as a freelancer for National Public Radio and a number of regional public radio stations, including WBUR in Boston and NHPR in New Hampshire.