Press Releases
08/30/2024
Avangrid Reports Significant Gains in Customer Service Metrics Across its Utilities
Avangrid Reports Significant Gains in Customer Service Metrics Across its Utilities
Pictured: Avangrid’s VPs of Customer Service with Avangrid CEO Pedro Azagra. (Left to right: Tracey Pelella, Linda Ball, Pedro Azagra, and Christine Alexander)
Highlights key leadership teams charged with continuing forward progress
ORANGE, Conn. — August 30, 2024 — Avangrid, Inc. (NYSE: AGR), a leading sustainable energy company and a member of the Iberdrola Group, announced today improved customer service metrics across its operating companies in Maine, New York and Connecticut.
“We are making significant improvements in our customer experience and our customers are taking notice,” said Pedro Azagra, Avangrid CEO. “Over the last few years, we’ve increased staffing and expanded how our customers can interact with us by putting a greater emphasis on digital tools. We remain committed to innovation and excellence, and are excited about the future. By listening to our customers and adapting to their needs, we aim to build stronger, more meaningful relationships. This is just the beginning of our journey towards setting new standards in customer satisfaction.”
In Maine, Central Maine Power (CMP) recently filed its first-ever Service Quality Index (SQI) Report Card with the Maine Public Utilities Commission. The report card outlines how, in 2023, CMP exceeded MPUC performance standards, which accounted for service performance data collected outside major weather events like Hurricane Lee and the December 18 windstorm. It consists of three components: customer service performance, electric service reliability, and environment and community. Among the achievements outlined are how, in 2023, CMP exceeded Maine PUC service standards with 99.9% of bills issued accurately within 10 days of the planned billing date and 99.3% of bills based on actual meter reads. More than 85% of calls were answered within 30 seconds or less. This success continues today. So far in 2024, CMP has sent 4.6 million bills on time and accurately, representing 99.9% of bills the company has sent this year.
In New York, New York State Electric & Gas (NYSEG) and Rochester Gas and Electric (RG&E) have reduced their call center wait times for customers and recently reported that in the final six months of 2023, both companies well exceeded the target of 70% of calls answered within 30 seconds set by the Public Service Commission (PSC). At NYSEG, 85.2% of customer calls were answered within 30 seconds in the final six months of 2023 and RG&E saw 86.5% of customer calls answered within 30 seconds over the same time frame. This increased efficiency through enhanced customer service has led to improved overall satisfaction scores—NYSEG and RG&E accomplished an 88% and 85% contact satisfaction rate, respectively, at the close of 2023. Achieving call center efficiencies is the result of significant investments in workforce and technology to better serve our customers.
In Connecticut, United Illuminating (UI), Southern Connecticut Gas (SCG) and Connecticut Natural Gas (CNG) are pacing well ahead of targets set to ensure customers experience high-quality, efficient service when working with the companies. In July 2024, 87% of UI customers, 87% of SCG customers, and 90% of CNG customers reported they were satisfied with the contact they had with the company’s customer service representative, above the target of 83% and well above the 2023 year-end results of 75% for UI and CNG and 76% for SCG. The companies are also trending below the target of under 7.90 customer complaints per 100,000 customers for 2024, with only 3.53 complaints for July year-to-date for UI customers and 3.35 for SCG customers. CNG in particular has seen dramatic improvement in this metric: in July 2023 year-to-date, the company had received 8.49 customer complaints per 100,000 customers, compared to only 3.52 in July 2024 year-to-date. Ensuring the nearly 750,000 customers of Avangrid’s Connecticut companies are well-served by an efficient, knowledgeable customer contact center is a key priority for leadership, reflected by the significant investments the companies have asked PURA to allow them to make.
About Avangrid: Avangrid, Inc. (NYSE: AGR) aspires to be the leading sustainable energy company in the United States. Headquartered in Orange, CT with approximately $44 billion in assets and operations in 24 U.S. states, Avangrid has two primary lines of business: networks and renewables. Through its networks business, Avangrid owns and operates eight electric and natural gas utilities, serving more than 3.3 million customers in New York and New England. Through its renewables business, Avangrid owns and operates a portfolio of renewable energy generation facilities across the United States. Avangrid employs approximately 8,000 people and has been recognized by JUST Capital in 2021, 2022, 2023 and 2024 as one of the JUST 100 companies – a ranking of America’s best corporate citizens. In 2024, Avangrid ranked first among utilities and 12 overall. The company supports the U.N.’s Sustainable Development Goals and was named among the World’s Most Ethical Companies in 2024 for the sixth consecutive year by the Ethisphere Institute. Avangrid is a member of the group of companies controlled by Iberdrola, S.A. For more information, visit www.avangrid.com.
About Iberdrola: Iberdrola is one of the world's biggest energy companies and a leader in renewables, spearheading the energy transition to a low carbon economy. The group supplies energy to almost 100 million people in dozens of countries. With a focus on renewable energy, smart networks and smart solutions for customers, Iberdrola’s main markets include Europe (Spain, the United Kingdom, Portugal, France, Germany, Italy and Greece), the United States, Brazil, Mexico and Australia. The company is also present in growth markets such as Japan, Taiwan, Ireland, Sweden and Poland, among others.
With a workforce of nearly 40,000 and assets in excess of €141.7 billion, across the world, Iberdrola helps to support 400,000 jobs across its supply chain, with annual procurement of €12.2 billion. A benchmark in the fight against climate change, Iberdrola has invested more than €130 billion over the past two decades to help build a sustainable energy model, based on sound environmental, social and governance (ESG) principles.
