DUKE POWER'S CUSTOMER SERVICE RECEIVES INDUSTRY HONORS
“Receiving these awards is a real honor for Duke Power and our employees, “ said Angi Clinton, vice president of Duke Power’s residential and small business customers department. “Industry recognition for these efforts is rewarding and humbling, but it’s the positive validation we receive from our customers that excites us and drives us on,”
The awards include:
Customer Service Project of the Year, awarded to Duke Power by Electric Light & Power magazine and Chartwell Inc., recognized Duke Power for enhancements the company made to its automated phone answering system. To help create a user-friendly automated phone system, Duke Power conducted focus groups with customers who provided input into the scripts, available options and sources of customer identification.
Duke Power has also added a new automated outage reporting system for its customers who speak Spanish. Spanish-speaking Duke Power customers who need to report a power outage can do so by calling 1-866-4-APAGON, anytime, day or night. Customers can also report power-related emergencies, such as lines down, and receive electric safety and storm preparedness information. A Spanish-language option was also added to Duke Power’s existing automated outage reporting system (1-800-PowerOn) for customers who are unaware of the new number.
ServiceOne™, awarded to Duke Power by PA Benchmarking, recognized Duke Power for providing exceptional service to customers using measures of excellence in customer care. These measures were selected by an advisory group of industry experts to provide comprehensive, quantitative measurement of service attributes that matter to both customers and shareholders. The measures considered included meter reading, billing, call center, field service, credit and collections and theft protection.
Utility ACE Award, awarded to Duke Power by The Energy Planning Network, also recognized Duke Power in the area of residential customer care for enhancements the company made to its automated phone system. The Utility ACE Program received entries from utilities based in
Center of Excellence, awarded by Benchmark Portal through the
Duke Power, a business unit of Duke Energy, is one of the nation’s largest electric utilities and provides safe, reliable, competitively priced electricity and value-added products and services to more than 2 million customers in
Duke Energy is a diversified energy company with a portfolio of natural gas and electric businesses, both regulated and unregulated, and an affiliated real estate company. Duke Energy supplies, delivers and processes energy for customers in