Equitable Gas Company earns top industry performance in Customer Service.
"Outstanding customer service is a priority for Equitable Gas," said M. Elise Hyland, president. "Our employees strive to provide courteous, professional and high-quality interactions with our customers. The improvement in Equitable Gas customer satisfaction demonstrates that our employee's hard work coupled with the significant investments we have made in technology and infrastructure is working."
Equitable's call center had top Pennsylvania gas company performance. Its call abandonment rate was the lowest, with only 3% of customers abandoning their calls prior to speaking to a customer representative, and service level ranked second with 80% of customer calls answered within 30 seconds. No customer received a busy signal when calling the call center. The company tied for first in timeliness of responses to customer disputes, with none exceeding 30 days.
The report includes data from 700 random customer transaction surveys. Equitable ranked first in western Pennsylvania in satisfaction with the ease of reaching the company and use of its automated phone system. Equitable had the top rankings for three field representative categories--courtesy, knowledge and respect for property--with 100% of respondents answering they were either "very satisfied" or "somewhat satisfied" when asked how satisfied they were with a field visit.
As part of its focus on improving customer service through technological improvements, Equitable installed new automated readers on gas meters enabling it to provide customers with bills based on actual monthly meter readings. Equitable launched a Web site in April to assist customers in managing accounts online.
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|Publication:||Pipeline & Gas Journal|
|Article Type:||Brief article|
|Date:||Oct 1, 2009|
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