A new Cogent Syndicated report from Escalent found that the 30 utilities recognized as Easiest To Do Business With outscored the industry as a whole by 4% to 7% by consistently easing the process for customers to find information and solve problems.
Topping the list was Florida City Gas, a subsidiary of Chesapeake Utilities Corporation.
According to Kim Estrada, director of customer care operations at Chesapeake, the recognition reflects the utility’s commitment to fostering trust, ensuring clear and responsive communication, and continuously improving its processes to enhance the customer experience.
“Understanding customer needs and preferences is essential for delivering excellent customer service,” Estrada told American Gas. “We are dedicated to exceeding customer expectations and offering a customer-centric experience.”
Over the past two years, the company has made improvements to bills to ensure clarity, transparency and simplicity, including providing customers with a detailed breakdown of charges so they can see exactly what they are paying for—including dates, descriptions, amounts and a summary that highlights recent payments and credits applied. An FAQ and glossary of terms behind the bill give the customer a self-service option to better understand specific charges and billing terms.
Florida City Gas also has a self-service portal so customers can conduct business at their own convenience, including viewing and downloading bills; making online payments; and starting, stopping or transferring service.
Estrada says the utility has also made accessing rebate programs easier through a website, floridacitygasrebates.com, and through robust marketing and outreach programs that inform customers about the different rebate options available once they have purchased a gas appliance. Customers can file online, email a rebate application or mail it in, and the rebate department staff is available to help them complete the form for residential, commercial or new developments.
“This recognition tells us that our relationship with our customers is strong and positive,” Estrada said. “It demonstrates that we are effectively meeting their needs and expectations by providing reliable, accessible and customer-friendly services.”