Avangrid utilities report improved customer service metrics

Avangrid Inc. has improved customer service metrics across its operating companies in Maine, New York, and Connecticut, according to recently filed reports with state regulators.

“We are making significant improvements in our customer experience and our customers are taking notice,” said Avangrid CEO Pedro Azagra. “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.”

Avangrid, a member of the Iberdrola Group, 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.

In Maine, its power company Central Maine Power (CMP) recently filed its first-ever Service Quality Index Report Card with the Maine Public Utilities Commission (PUC). The report card consists of three components: customer service performance, electric service reliability, and environment and community.

Among its achievements, CMP in 2023 exceeded Maine PUC service standards with 99.9 percent of bills issued accurately within 10 days of the planned billing date, and 99.3 percent of bills based on actual meter reads.

More than 85 percent of calls were answered within 30 seconds or less, says the report card, noting that so far in 2024, CMP has sent 4.6 million bills on time and accurately, representing 99.9 percent of bills the company has sent this year.

In New York, Avangrid’s New York State Electric & Gas (NYSEG) and Rochester Gas and Electric (RG&E) reduced their call center wait times for customers, and in July reported that in the final six months of 2023, both companies exceeded the target of 70 percent of calls answered within 30 seconds set by the New York Public Service Commission.

At NYSEG, 85.2 percent of customer calls were answered within 30 seconds in the final six months of 2023, while RG&E saw 86.5 percent of customer calls answered within 30 seconds over the same time frame, the report says.

In turn, the increased efficiency through enhanced customer service has led to improved overall satisfaction scores with NYSEG and RG&E accomplishing an 88 percent and 85 percent contact satisfaction rate, respectively, at the close of 2023.

In Connecticut, United Illuminating (UI), Southern Connecticut Gas (SCG) and Connecticut Natural Gas (CNG) are currently well ahead of targets set to ensure customers experience high-quality, efficient service when working with the companies, according to Avangrid.

In July, for instance, 87 percent of UI customers, 87 percent of SCG customers, and 90 percent of CNG customers reported they were satisfied with the contact they had with the company’s customer service representative, which is above the 2023 year-end results of 75 percent for UI and CNG, and 76 percent for SCG, Avangrid said.

The companies are also trending below the target of under 7.9 customer complaints per 100,000 customers for 2024, with only 3.5 complaints for July year-to-date for UI customers and 3.3 for SCG customers. CNG in July 2023 year-to-date received almost 8.5 customer complaints per 100,000 customers, compared to 3.5 in July 2024 year-to-date.

“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,” Azagra said. “We remain committed to innovation and excellence, and are excited about the future.”

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