Customer Satisfaction

With or without competition, we want to have--need to have--satisfied customers. According to the Company's most recent survey, conducted by the Becker Institute, an independent research firm, GMP's favorability among its customers is running almost 22 percent higher than the industry average.

Customer Attitudes Toward GMP

• "Favorability" is a measure of overall opinion. Ninety percent of GMP's residential customers responding to an independent survey had a very or somewhat favorable opinion of the Company, up from 87 percent a year ago. In another study, 92 percent of business customers expressed very or somewhat favorable opinions of GMP.

• Customer "satisfaction," which is a measure of service, increased to 88 percent (up from 87 percent) in the residential survey. The percentage of "very satisfied" customers climbed five points, to 54 percent.