PG&E Corporate Responsibility and Sustainability Report 2018

PG&E Chapter 11 Update

Engaging Customers

At PG&E, we recognize and value the rich diversity of the customers and communities we serve. To help our customers better understand their energy needs and control their energy costs, we work with them on a local level and strive to enhance the overall customer experience. PG&E has also significantly enhanced our wildfire safety education and awareness efforts to improve customer preparedness and safety.

Our Approach

Pacific Gas and Electric Company’s Customer Care organization, led by the company’s Chief Customer Officer, works to deliver the best experience for each and every customer. This includes using data to improve the customer experience, localizing our presence and strategies in the communities we serve, empowering customers with greater choice and control over how they manage their energy use, and continuously integrating customer feedback to improve our products and services.

Wildfire Preparedness

California’s three largest energy companies launched a coordinated wildfire safety and awareness campaign to prepare Californians for the threat of extreme weather and power outages during times of increased wildfire danger.

The statewide Power of Being Prepared campaign is being led jointly by San Diego Gas and Electric, Southern California Edison and Pacific Gas and Electric Company at the direction of the California Public Utilities Commission (CPUC). The multimedia and multilingual campaign includes radio ads, preparedness resources, videos and a new website. It is a call to action for all Californians to take important steps to get ready for the 2019 wildfire season, such as creating a thorough emergency plan and updating their contact information with their energy company. PG&E customers can learn more at www.pge.com/mywildfirealerts.

Serving Customers Locally

We maintain cross-functional leadership teams in each region, led by local managers, to address local issues, collaborate with representatives from across PG&E and incorporate the needs and concerns of our customers into operating decisions. Our local teams enable and facilitate critical gas and electric service work by performing project-related customer and community outreach and managing customer issues at the local level.

Integrating Feedback

PG&E regularly uses customer surveys, focus groups, online customer panels and other forms of research to obtain feedback and insights that help drive our decision-making and improvements in how we serve our customers.

Saving Customers Energy and Money

PG&E offers a full portfolio of savings options for customers, with a focus on tools and programs to help customers reduce their energy use and save money. We offer programs and incentives for energy efficiency, demand response and solar energy, as well as choice and control through rate options, financial assistance programs and other resources. We’ve also begun building a network of EV charging stations, as approved by the CPUC.

Making It Easy

PG&E’s website (www.pge.com) offers our customers an easy and convenient way to manage their account online—whether on their desktop computer, laptop, tablet or mobile phone.

The vast majority of our customers can view and download their hourly usage and cost data, in addition to comparing their usage to that of similar homes in their neighborhood. Our Home Energy Checkup and Business Energy Checkup tools allow our residential and small and medium business customers to find energy savings ideas by providing tips and savings recommendations to help them manage their energy costs.

Our energy statements provide clear and easy-to-understand information, and a growing number of our customers have chosen to enroll in our paperless billing option. We offer our customers a variety of payment options, including automatic payments by debit or credit cards, and more than 575 authorized Neighborhood Payment Center locations.

Our website also allows customers that are experiencing financial hardship to extend their payment due date or sign up for payment arrangements, if eligible. Customers can also enroll in longer-term financial assistance programs such as the California Alternate Rates for Energy (CARE) Program or the Family Electric Rate Assistance (FERA) Program, or sign up for our budget billing program that averages out their monthly payment amounts and helps them stay on budget year-round.

Customers can start, transfer or stop service via our website; they can also schedule appointments to relight their gas pilot lights online. Our website allows customers to sign up for numerous service-related alerts, including outage, billing and payment, and appointment notifications. Energy alerts, also available, will notify customers when their energy usage is on the rise and allow them to use My Rate Analysis to make sure they’re on the right rate plan.

PG&E’s four contact centers are the first points of contact for the majority of our customers. Available around the clock, our representatives assist with a variety of customer inquiries and transfer customers to applicable specialty lines, as needed.

In addition to digital offerings, PG&E continues to offer self-service capabilities over the phone, such as reconnection service via our Interactive Voice Response technology. Many of our communications are also available in multiple languages and formats, including English, Spanish, Chinese, Vietnamese, Tagalog and large print.

Measuring Progress

We are committed to improving satisfaction for both residential and business customers. In 2018, our customer satisfaction rose to 77.3, exceeding our target of 75.2. The increase in 2018 was driven by customer satisfaction with service reliability and pricing. Customer focus and customer service satisfaction also significantly improved in 2018, along with several other survey drivers.

Measuring Customer Satisfaction Footnote 1
2016 2017 2018
Customer Satisfaction Score 76.1 75.6 77.3
  • 1. To measure customer satisfaction, we use a random-sample, proprietary customer survey that is conducted quarterly by an independent third party. The customer satisfaction score is determined by averaging customers’ overall satisfaction with our products and services using a 1 to 10 scale, indexed to a score from 1 to 100.1

In 2019, PG&E began using a metric tracking the customer complaints escalated to the CPUC as the customer-related metric for our Short-Term Incentive Plan, replacing the customer satisfaction score. Our 2019 target is a 12.2 complaint rate per 100,000 adjusted customers.

Each year we also benchmark our customer satisfaction results against best-in-class performing gas and electric providers, using data from J.D. Power’s Customer Satisfaction Studies.