{{stockInfo.Exchange}}: {{stockInfo.Symbol}} ${{stockInfo.LastTrade}} {{stockInfo.ChangeNumber}}
{{ stockDateTime }}
Our goal is to continuously improve
We want to increase the levels of service we provide our customers, meeting their evolving needs safely and reliably across our six-state footprint. This is an ongoing process that we take very seriously.
Our customer satisfaction survey results (CSAT) held steady from 2018 to 2019, although our state operating companies are showing continuous improvement overall in year-over-year scores from consumer studies conducted by J.D. Power & Associates. Spurred by customer feedback across multiple channels, we are committed to attaining top-tier customer satisfaction scores.Enhancing customers' experience
During 2019, we focused on making foundational upgrades to our customers’ experience. For example, we launched new customer-facing websites for Columbia Gas and NIPSCO that are easy to navigate and that adjust to all devices and browsers. Making it more convenient for customers to engage with us has enhanced their levels of satisfaction.
A primary use of these high-touch channels is for paying bills. Customers in five of the six states in which we operate can now use PayPal as a payment method, which makes paying energy bills as easy as paying other day-to-day expenses. Customers also can choose to receive emergency alerts via phone call, text message or email. During the year, we worked with our state operating companies to sharpen our vision for delivering safety, service and comfort, driving an even clearer focus on our customers.
We help our customers manage their energy use and bills.
Our employees are committed to helping our customers improve the comfort of their homes while lowering their bills. Whether through payment assistance programs, rebates and incentives for energy-efficiency upgrades, home check-ups or weatherization services, we partner with local community agencies to help our customers find solutions.
-
We meet our customers where they are and help them manage their financial challenges – through payment assistance programs and plans. Energy Assistance
-
Educating customers about the benefits of energy efficiency results in savings for our customers and conserves natural resources. Energy Efficiency
Welcoming new customers and those moving
We also conducted a pilot program in Ohio for new residential customers and those who were moving. The program was designed to help them set up their online accounts as well as to receive safety and energy efficiency information. This “Welcome Series” will be expanded to all states in 2020 due to the pilot’s success.