Avangrid Reports Significant Gains in Customer Service Metrics Across its Utilities

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.

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Avangrid's Vice Presidents of Customer Service with Avangrid CEO Pedro Azagra. (Left to right: Tracey Pelella, Linda Ball, Pedro Azagra, and Christine Alexander) (Photo: Business Wire)

“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.