The Grand Haven Board of Light and Power 2025 Customer Survey reflects high satisfaction levels with the utility’s services and future programming, the Michigan public power utility recently said.
Overall customer satisfaction with the BLP reached 90.7%, which is 19.6% higher than the national average among other utilities.
Customer responses provided a greater than 93% level of confidence in the BLP’s ability to restore power after a major storm/weather event.
The 2025 survey results also show a high level of trust in the voter elected BLP Board of Directors from both residential and commercial customers alike. Among residential customers 78.8% said they had trust in the BLP's Board.
"Collaboration with our community plays a crucial role in everything we do,” said Michael Westbrook, BLP chairperson. “The feedback from our customers strengthens the connection between the utility and the people we serve, ensuring our decisions directly reflect local community priorities. As we begin the process of updating our strategic plan in early 2026, we’ll be using these results as the foundation for guiding future initiatives.”
The Grand Haven Board of Light and Power (BLP) partnered with GreatBlue Research to conduct the 2025 Customer Satisfaction Survey in February. The survey reached the largest sample base in the utility’s history. Nearly 600 combined residential and commercial customers participated.
"Having conducted research in the public power industry for over 26 years, these performance levels are particularly notable given that few utilities nationwide achieve comparable outcomes," said Michael Vigeant, CEO of GreatBlue Research. "They reflect not merely satisfaction, but a deep and growing trust in GHBLP’s ability to deliver on what matters most to its residential customers—unwavering reliability, meaningful value, and transparent, responsive service."
In addition to measuring satisfaction and trust, surveyors gauged customer interest in local power generation, both traditional and renewable.
When asked about the potential of building small-scale natural gas generation locally to stabilize costs in the future, 79% of residential customers indicated they would support a project. Similarly, when asked about interest in a shared community solar program where customers could buy a panel, 46.2% said they might participate.
Further, 72.4% of residential participants were aware of the BLP’s reduction of local carbon emissions by over 70% from 2005 levels by closing the local coal fired power plant, buying more renewable energy, and offering energy waste reduction programs.
Customers also provided useful feedback on their willingness to fund further carbon reductions, time of use rate programs, demand response, and their outlook on electric vehicles. The entire 2025 Customer Satisfaction Study is available to members of the public by visiting the BLP’s website [www.ghblp.org].
BLP serves over 15,000 residential, commercial, and industrial customers in the City of Grand Haven, City of Ferrysburg, Grand Haven, Spring Lake, and Robinson Townships.
