JEA is Florida's largest municipal electricity service provider, serving approximately 350,000 residential customers in the greater Jacksonville community. In 2019, JEA developed a year-long pilot to test new rate structures, exploring innovative and more sustainable revenue models.
JEA enlisted Milepost's expertise in building tailored strategies to help the utility successfully engage more than 3,000 residential customers who were randomly selected to participate in the pilot program. Working across multiple departments and communications channels, we created a customized approach to help JEA educate customers, retain participants and maintain a high level of customer satisfaction throughout the pilot. Additionally, we created participatory market research activities to provide a direct feedback pipeline from pilot customers to JEA leadership.
The outcomes of our engagement support were multifaceted. Milepost was able to help JEA deliver on the following: