With customers at the heart of Emera’s purpose, providing excellent customer service is central to how we do business. We welcome customer feedback because it helps us do better and be better for tomorrow. We are rolling out solutions like smart meters that will give customers more information and control over their energy use. We look at customer satisfaction drivers such as price, reliability, payment options and community involvement. And, by working to address and improve the things that matter most to our customers, we are seeing an increase in customer trust and favorability.
Peoples Gas consistently performing
In 2017, Peoples Gas received the highest overall score in the nation for the fourth year in a row in the Cogent Reports residential Trusted Brand study. Cogent also designated Peoples Gas as an Environmental Champion. We received our sixth and seventh J. D. Power awards, ranking highest in both commercial and residential customer satisfaction among natural gas companies in the south region. This is the second consecutive year we received the commercial award. And, for five consecutive years, we have been honoured to be ranked highest in customer satisfaction in residential natural gas service among mid-sized gas utilities in the south.
New customer tools in Florida
The Tampa Electric and Peoples Gas teams upgraded their customer information and billing systems in early 2017 to provide customers with more mobility, control and convenience over their accounts and energy usage. Our customers in Florida can now access a mobile-friendly online account 24/7 from any device to view and pay their bills, update contact information, report power outages and more. Customers are also receiving a new, easy-to-read bill that allows them to monitor their energy usage.
We upgraded our customer systems to modernize the technology, streamline and standardize business practices, and to meet customers’ growing expectations for online services.
Improving customer experience in Maine
At Emera Maine, as in all Emera companies, customer experience is front and center. Focus on strengthening the Customer Contact Center has improved speed to answering calls. In fact, it is the best it’s been in five years. The Emera Maine team is also working on improving customer experience by delivering proactive high bill alerts and more accessible information about customers’ usage that is easier to understand on an improved website.
Customer radio in the Caribbean
Emera’s Caribbean electrical companies are taking to the air waves to ensure their customers are informed about ongoing improvements and the importance of public safety. Customers of Grand Bahama Power Company can tune into the monthly “Watts Current” radio program to hear about the way our team is delivering cleaner, affordable and reliable energy. In Barbados, customers of Barbados Light & Power can listen to “Watts New” for updates on our journey to make the island a clean-energy showcase by 2045. And in Dominica, customers can listen to Domlec's "PowerTalk" for important energy information.
Committing to performance standards in Nova Scotia
Nova Scotia Power’s commitment to customers is embedded in performance standards. To date, Nova Scotia Power has been meeting or exceeding the targets, which include things like connection and restoration times. These standards allow us to report to customers on our achievements, providing measures on our service.