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Customers and Communities

Improving the
Customer Experience

By strengthening our local relationships, our customers see faster resolution of local concerns and earlier identification of issues that are important to them.

From Bakersfield to the Oregon border, our customers reflect the rich diversity of California’s communities and its economy: millions of households stretching across the state; an agriculture sector that provides about half of the nation’s produce; more than 330,000 small and medium businesses of all types; schools of all levels; local, regional and state governments; and about 10,000 large commercial and industrial customers in sectors that include biotech, hospitality, high tech and healthcare.

As we work to better serve our customers where they live and work, we are focused on understanding and responding to their different needs with the overarching goal of improving the customer experience. Our approach centers on:

  • Serving Customers Locally: By strengthening our local relationships, our customers see faster resolution of local concerns and earlier identification of issues that are important to them. Building on the success of two pilot initiatives in Sonoma and Kern Counties, we are expanding our use of local cross-functional employee teams who meet regularly to discuss and resolve local issues. This approach is allowing us to find new and better ways to use our resources to deliver results. (Watch a video to learn more.)
  • Saving Customers Energy and Money: We continue to offer a full portfolio of options for customers, including some of the nation’s leading programs and incentives for energy efficiency, demand response and installation of solar and other distributed generation. We have also proposed a Green Option that would support 100 percent renewable energy for the customers who select it.
  • PG&E’s new bill

    PG&E’s new bill offers at-a-glance account data and clear and simple usage graphs that display a customer’s energy use.

  • Making It Easy: As we take advantage of new technologies to help customers understand, manage and reduce their energy use, we are reaching out to them through a growing variety of channels. We have redesigned our bill to provide clearer and easier-to-understand information, and we continue to offer numerous options for customers to pay their bill, including a smartphone app. And many of our communications are available in multiple languages and formats, including English, Spanish, Chinese, Vietnamese, Tagalog and large print.

To increase customer satisfaction, PG&E regularly seeks feedback and insights from customers through various surveys and other research that, in turn, help to drive our decision-making and our efforts to improve customer service. We also remain actively engaged in fostering programs and policies on energy efficiency, energy pricing and related areas that will advance California’s leadership on energy issues, while minimizing costs for our customers and enabling us to better serve them.