On Tuesday evening, the Muscatine Power and Water (MPW) Board of Trustees reviewed results from the June 2025 customer satisfaction survey and discussed ongoing research into offering mobile plan services.
The survey, conducted by Beyond Feedback, followed the 2023 survey to measure residential customer satisfaction across MPW’s water, electric and communication services. Sent electronically to known customer emails and promoted through multiple channels, the survey achieved a 19.8% response rate – well above industry norms. 
MPW’s Net Promoter Score (NPS) rose from 38.5 to 54.5, and 91.7% of respondents rated their overall experience favorably – both metrics significantly exceeding industry benchmarks. This year’s survey results also saw notable improvements in multiple categories compared to the 2023 survey. “The 2023 results were already very positive, so to see notable improvements across the board in just a two-year period is really a testament to the team at MPW and their commitment to customer service,” said General Manager, Gage Huston.
Survey insights will guide improvements in customer service, product offerings and strategic planning. Customer comments are being reviewed, with actionable items being followed up by MPW HelpDesk, Customer Service, and operational groups. Focus groups are being formed to dive deeper into specific service areas, starting with a focus on water service, Tuesday, October 21. Interested customers can email [email protected] for details.
“We’re grateful to our customers for sharing their feedback,” said Huston. “The level of engagement by our customers was well above average and truly impressed the survey vendor. Our customers’ input helps us improve and ensure we continue delivering reliable, locally supported utility services that meet their needs.”
Later in the meeting, the Trustees entered a closed session to discuss confidential and competitive details regarding the potential offering of mobile phone service for MPW customers. MPW has been actively researching strategic partnerships that would allow MPW to offer mobile phone services in Muscatine. Similar to providers like TracPhone Wireless, Boost Mobile, Metro by T-Mobile, Cricket Wireless, and Mediacom Mobile, MPW would act as a local reseller, offering competitively priced plans with nationwide coverage and unlimited minutes and texting, supporting customers with its outstanding customer service and local technical support.
Trustees also received an update on the PFAS class action suit. PFAS (per- and polyfluoroalkyl substances), known as “forever chemicals,” are used in products like nonstick cookware and firefighting foam. While MPW’s latest water testing results were below EPA action levels and are generally trending downward, future treatment may be required to meet evolving regulations. Customers can learn more by visiting mpw.org/water.
MPW had a net loss of $0.1 million for the month. Net income of $0.9 million was budgeted. The primary reason for the shortfall was a correction the Midcontinent Independent System Operator (MISO) made to the value of capacity in the MISO market. The error correction resulted in a $1.4m reduction in MPW’s net income.
Despite the MISO-related adjustment, the year-to-date financial performance of the Electric utility remains strong. With high prices for wholesale sales that continued to provide high margins for MPW, the energy adjustment clause will be a credit to customers of 0.24¢/kwh in November, thus flowing a portion of the benefit back to MPW’s customers.
Before the start of the meeting, the Board held a public hearing to provide community awareness of the MPW Electric Utility issuing new debt in the relatively near future. Funds totaling up to $168 million would potentially be used for the EcoGen 10 and Muscatine Solar 1 projects, Grandview Substation improvements, and Unit 9 improvements to meet Effluent Limit Guidelines. No commitment to issue debt was made by the Board at the public hearing. A formal recommendation to the Board will be made at a later Board meeting.
In other board business, the Trustees:
- Ratified payment of August 2025 expenditures and transactions totaling $9,605,426.65.
- Received and placed on file the residential customer satisfaction survey.
