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ELP Volume 78 Issue 5

No rules allowed: Entergy rebuilds culture around integrity and customer service

Things were bleak in the Big Easy. Entergy's customer service ratings were plummeting. Regulators from four states were breathing down the utility's neck for poor reliability and shoddy customer service. Shareholders were furious because debt service was high, yet the company's global investments were not paying off. While the company expanded into numerous ventures on four continents, it was stumbling at home.