NES highlights 86% of its customers are either “very” or “somewhat” satisfied with the utility according to a recent customer survey, marking a 3% increase from 2024. As the utility continues to prioritize customer satisfaction through daily operations, the annual survey allows customers to give direct feedback on its service, offering insight into opportunities for growth and areas of improvement.
NES customers favorably ranked the following performance elements:
- Ease of reporting a power outage – 94%
- Providing public power safely – 91%
- Being trustworthy – 85%
- Going above and beyond in emergency situations – 84% (3% increase over last year)
- Being well-prepared for storms/emergencies – 82% (9% increase over last year)
NES received high scores regarding customer interactions:
- Positive interactions on NES social media and website – 93%
- Very easy to understand bills – 90%
- Checking power outage status – 89%
- Very or somewhat easy to interact with – 84%
- Great use of technology to improve the customer experience – 84%
- Presenting a user-friendly phone system – 84% (81% satisfied with phone system)
- Handling customer questions and problems– 81%
- Clear communication with customers – 81%
- Familiarity with Budget Billing – 80%
“Providing an excellent experience remains one of NES’ top priorities,” says Brent Baker. “As a public power utility, we are committed to supporting the exponential growth of the Nashville area and meeting the evolving needs of our expanding customer base.”
NES has a longstanding tradition of measuring customer satisfaction annually. For more than a decade, NES has maintained an overall average of 82% for positive satisfaction ranking. The company takes pride in surpassing customer expectations as a reliable and trustworthy utility provider for the city of Nashville.
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