BELD Achieves Exceptionally Strong Customer Satisfaction Ratings in 2023 Survey

Braintree, MA – March 18, 2024 – We at the Braintree Electric Light Department (BELD) are thrilled to share the outstanding results of our recent customer satisfaction study. Conducted from December 4, 2023, to January 2, 2024, the study revealed an impressive satisfaction rating of 96.7%. These results, based on feedback from over 500 residential customers, reaffirm our commitment to delivering exceptional service and fostering trusted relationships with the community we serve.

Key Findings from Our Survey:

  • Overwhelming Satisfaction: We’re proud to report that 96.7% of respondents expressed positive ratings for their overall satisfaction with BELD in 2023, reflecting our dedication to going above and beyond for our customers.

  • Consistent Excellence: All organizational characteristics assessed received positive ratings exceeding 90%, with “reliable service,” “community service,” and “honesty/integrity” emerging as the top-rated attributes.

  • Exceptional Service Interactions: By prioritizing customer engagement and addressing needs promptly, we achieved a remarkable 96.7% customer service rating. Furthermore, 91.7% of customers had their concerns resolved on the first contact, showcasing our commitment to swift and effective issue resolution.

  • Increased Advocacy: We’re pleased to note a significant improvement in customer advocacy, with 38.9% of respondents identifying themselves as “advocates of BELD” in 2023, compared to 24.8% in 2020. Notably, customers who engaged with BELD were more likely to become advocates, indicating the positive impact of interactions on their experience with us.

“We extend our heartfelt thanks to all the residents who generously participated in our satisfaction survey,” expressed Bill Bottiggi, General Manager at BELD. “Your input is truly appreciated and plays a pivotal role in guiding our decisions for the future of BELD. Your support means a great deal to us, and we’re grateful for your contributions in helping us move forward.”

These exceptional outcomes reinforce BELD’s position as a trusted industry leader committed to excellence in service delivery and customer satisfaction. As we continue to innovate and evolve, we remain steadfast in our mission to serve the community with integrity and dedication.

For media inquiries or further information, please contact James Ritchie, Marketing Communications at jritchie@beld.com or 781.348.1033.

About BELD: Established in 1892 by Thomas Watson, BELD is a municipal electric utility serving the town of Braintree, Massachusetts. We are proud to be one of the oldest municipal electric utilities in the United States, dedicated to providing reliable service to our community.


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