Memphis TN, December 18, 2025
Memphis Light, Gas and Water (MLGW) has received the lowest ranking in the latest J.D. Power Consumer Satisfaction Survey, alarming local residents about the quality of utility services. The utility’s score dropped significantly, coinciding with a rise in energy costs which have surged by 34% since 2020. MLGW is now seeking ways to address these concerns and improve customer satisfaction amidst the challenges of increasing energy prices.
MLGW’s Consumer Satisfaction Plummets, Leaving Memphis Residents Concerned
Memphis Light, Gas and Water (MLGW) has been ranked last in the latest J.D. Power Consumer Satisfaction Survey, raising concerns among local residents about the utility’s service quality.
Survey Findings
The J.D. Power 2025 U.S. Electric Utility Residential Customer Satisfaction Study revealed that MLGW scored 637 out of 1,000 points, placing it at the bottom of the rankings for the South Region’s midsize segment. This score represents a notable decline from previous years, where MLGW scored 665 in 2022 and 670 in 2023.
Factors Influencing Satisfaction
Rising energy costs have been identified as a primary factor contributing to decreased customer satisfaction. The study noted that average monthly residential electric utility costs have surged 34% since 2020, reaching $189 for the full year 2025—the highest annual average ever measured by J.D. Power. Notably, bill amounts in Q4 2025 climbed even higher, reaching $206.
MLGW’s Response
In response to the survey results, MLGW has acknowledged the challenges posed by increasing energy costs and is exploring strategies to improve customer satisfaction. The utility emphasizes its commitment to providing reliable service and transparent communication to its customers.
Context
MLGW’s ranking sharply contrasts with other utilities in the region. For instance, EPB of Chattanooga has consistently ranked first in customer satisfaction among midsize utilities in the South, achieving a score of 789 in 2023. The J.D. Power study assesses customer satisfaction based on factors such as power quality and reliability, price, corporate citizenship, billing and payment, communications, and customer care.
Looking Ahead
As MLGW works to address the concerns highlighted by the survey, customers are encouraged to stay informed about any upcoming initiatives aimed at enhancing service quality and managing energy costs effectively.
FAQ
What is MLGW’s ranking in the latest J.D. Power Consumer Satisfaction Survey?
MLGW scored 637 out of 1,000 points, placing it last in the South Region’s midsize segment in the 2025 J.D. Power survey.
How have MLGW’s scores changed over the past few years?
MLGW’s scores have declined from 665 in 2022 to 637 in 2025, indicating a downward trend in customer satisfaction.
What factors are contributing to the decline in customer satisfaction?
Rising energy costs are a primary factor, with average monthly residential electric utility costs increasing by 34% since 2020, reaching $189 in 2025.
How is MLGW responding to the survey results?
MLGW acknowledges the challenges posed by increasing energy costs and is exploring strategies to improve customer satisfaction, emphasizing reliable service and transparent communication.
How does MLGW’s ranking compare to other utilities in the region?
MLGW’s ranking contrasts with other utilities like EPB of Chattanooga, which has consistently ranked first in customer satisfaction among midsize utilities in the South, achieving a score of 789 in 2023.
Key Features
| Feature | Details |
|---|---|
| MLGW’s 2025 J.D. Power Score | 637 out of 1,000 points, last in the South Region’s midsize segment |
| Average Monthly Residential Electric Utility Cost in 2025 | $189, a 34% increase since 2020 |
| MLGW’s Response | Exploring strategies to improve customer satisfaction, emphasizing reliable service and transparent communication |
| Comparison with EPB of Chattanooga | EPB ranked first in customer satisfaction among midsize utilities in the South, with a score of 789 in 2023 |
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