Thank you, Concord! 

Concord Municipal Light Plant Recognized with National Customer Satisfaction Award

October 28, 2024 - Concord Municipal Light Plant (CMLP) has been recognized by the American Public Power Association (APPA) for providing excellent service to the Town of Concord. CMLP was acknowledged with a Public Power Customer Satisfaction Award at the Customer Connections Conference in Louisville, Kentucky. 

The award is the result of receiving high marks from our customers in Concord in the areas of customer service, field personnel, communication, reliability, value, outage response, innovation, and overall satisfaction.

Winners of Public Power Customer Satisfaction Awards are chosen at gold, silver, and bronze levels based on responses to customer surveys. Concord Municipal Light Plant received a silver-level award for an average rating greater than 90% across the eight categories listed above from 1,039 survey respondents. 

See slideshow below for survey highlights; for more information about the survey instrument and the complete study results, click here 2024 Customer Satisfaction Survey Study.

Concord Municipal Light Plant (CMLP) conducted an anonymous digital survey among residential electric customers during May and June 2024. The main purpose of the survey was to gather opinions from our customers regarding their perception of and satisfaction with the utility, customer service experiences, communication preferences and interest in programs and services. Another important aspect of the survey was to compare our results with other Municipal Electric Association of Massachusetts (MEAM) utility members as well as with other municipal utilities nationally. 

CMLP partnered with GreatBlue Research, Inc., a third-party data collection agency, to collect and analyze the responses for this survey. The digital survey was available via email, the CMLP website, SmartHub, and social media. As required by the Code of Ethics of the National Council on Public Polls and the United States Privacy Act of 1974, GreatBlue Research, Inc. maintains the anonymity of respondents to surveys the firm conducts. No information will be released that might, in any way, reveal the identity of the respondent to CMLP.

For more information about APPA and the customer satisfaction award, visit PublicPower.org.

If you have any questions about the survey, please contact CMLP Customer Service at 978.318.3101.

We thank you again for your feedback and responding to this important survey.