Customers

PG&E’s commitment to customers centers on providing safe, reliable and affordable gas and electric service. As we look ahead, delivering on that commitment increasingly means working with our customers on a local level to meet their different energy needs. We are also taking advantage of emerging technologies to provide new choices for customers, empower them to better manage their energy use and drive long-lasting customer engagement and satisfaction.

Highlights

  • Established 10 local cross-functional leadership teams as part of our ongoing effort to more effectively incorporate local needs and concerns into our operating decisions.
  • Continued to improve the customer experience based on customer analytics and insights, including launching a new mobile-optimized website so customers can check their accounts, pay bills and report outages using their mobile phones.
  • Helped customers save more than $155 million on their energy bills through energy efficiency, which also avoided more than 720,000 metric tons of CO2 emissions.
  • Brought the total number of interconnected customer-owned solar power systems in our service area to more than 100,000—more than any other utility in the United States.
  • Engaged about 1 million of PG&E’s residential customers through customized energy reports that compare their energy use to similar homes in their neighborhoods.
  • Launched a new, simpler rate option that allows plug-in electric vehicle owners to charge their vehicles at a rate that is equivalent to $1 per gallon of gasoline and does not increase as their usage increases.

Key Sustainability Indicators

123,566
Number of homes weatherized through the Energy Savings Assistance Program
826 GWh
Electricity saved through customer energy efficiency, exceeding our target
Review the full list of indicators »

Our Materiality Matrix

Issues covered in this section

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Our Sustainability Journey

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Customers

Employees

Economic Vitality

Environment

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