Customer satisfaction
Along with reliable power, we are committed to providing our customers the highest level of customer service. We use a variety of methods to measure customer satisfaction, identify improvement opportunities and guide improvements to our processes and performance. One example is our Customer Perceptions Tracker. This continuous, year-round study includes interviews with 6,000 randomly selected residential, commercial, industrial and governmental customers to provide feedback on Progress Energy’s overall performance.
We have implemented voice-recognition technology that will be available to customers who call about their electric service. Our goal in installing this cutting-edge technology is to provide the most efficient and rewarding customer service experience possible – one that offers one-call resolution and 100 percent customer satisfaction.
Progress Energy’s commitment to customers and its success in providing ongoing customer satisfaction are reflected in our numerous national awards, such as the J.D. Power and Associates Founder’s Award, the Edison Electric Institute’s Edison Award and PA Consulting Group’s Service One Award two years in a row. Progress Energy Carolinas also ranked #1 in the South and second in the nation for business customer satisfaction, as measured by J.D. Power’s business survey in early 2009.
