PEABODY — Peabody Municipal Light Plant (PMLP) has earned industry-leading ratings in the 2025 Residential Customer Satisfaction Study conducted by GreatBlue Research, as part of a statewide initiative by the Massachusetts Municipal Electric Association (MEAM).
Among the key highlights of the study, PMLP achieved a Net Promoter Score of +88.7, with over 91 percent of customers identified as “promoters” of the utility. Overall satisfaction soared, with 97 percent of customers reporting a positive relationship with PMLP.
Additionally, the survey found that 96.8 percent of customers feel PMLP meets or exceeds expectations, and 86.2 percent view their electric rates as reasonable. Customers also reported strong satisfaction with outage response, communication frequency and self-service digital tools, with over 84 percent satisfied with PMLP’s customer portal. Customers who participated in the survey highlighted PMLP’s customer service team as “being courteous to them and treating them with respect” as well as “understanding their problem or need.”
Other findings showed that PMLP customers place their highest value on affordable rates, reliability and good value for service, with community ownership and local control also identified as meaningful benefits. Notably, 81.6 percent of customers said they trust PMLP completely, reflecting a high level of confidence in the PMLP’s decision-making and energy portfolio management.
The research also explored evolving customer interests. While adoption of electric vehicles and solar panels remains relatively modest, there is increasing interest in other areas, with nearly 39% of customers saying they are considering smart home devices in the coming year. This aligns with PMLP’s programs that support energy efficiency upgrades like heat pumps, Energy Star appliances and smart thermostats.
PMLP’s strong performance stands as a testament to its ongoing investment in people, infrastructure, and technology, as well as its unwavering focus on the needs of its ratepayers in Peabody and South Lynnfield.
For more information, residents can contact John Maihos or Cynthia Lewis in PMLP Community Relations at 978-531-5975.