NYSEG and RG&E Continue to Excel in Customer Service
Companies answer nearly 6.5 million calls and issue more than 17 million bills last year
Fewer customer complaints and quick response times highlight improvements in 2025
BINGHAMTON, N.Y. — January 16, 2026 — New York State Electric & Gas (NYSEG) and Rochester Gas and Electric (RG&E) continue to make strides in customer service performance as part of the Companies’ broader commitment to improving the overall experience for residents and businesses.
State regulators set performance metrics for customer service. These metrics include the percentage of calls answered in 30 seconds or less, overall customer satisfaction, complaints per 100,000 customers, and number of estimated bills. Last year, NYSEG and RG&E answered approximately 6.5 million calls and issued more than 17 million bills.
In 2025, NYSEG customer service representatives answered approximately 77 percent of calls in 30 seconds or less and had the fewest number of complaints since 2021, with 0.91 complaints per 100,000 customers. Only approximately one percent of NYSEG customers received an estimated bill in 2025. RG&E, meanwhile, answered approximately 78 percent of calls in 30 seconds or less, saw 0.81 complaints per 100,000 customers, and only two percent of RG&E customers receive an estimated bill in 2025. Both NYSEG and RG&E report approximately 84% of customers satisfied.
“Our goal is to provide state-of-the-art assistance to our customers,” said Christine Alexander, vice president of customer service for NYSEG and RG&E. “The improvements that we’ve made over the last year reflect our collective effort to invest in not only modern technology and processes, but a talented workforce. Our success is thanks to the people within the organization who treat every customer as if they were a member of their own family.”
NYSEG and RG&E continue to prioritize digital tools that simplify interactions and improve overall accessibility for customers. In 2025, more than 350,000 customers utilized the Companies' Energy Manager solution, which helps customers to track and understand their consumption. Additionally, last year the Companies introduced a new "bill compare" feature for residential accounts, enabling customers to review and compare their bills in one simple view.
The Companies are proposing to make nearly $1 billion in investments to improve customer service over five years, including our call centers, billing system, and digital tools, as part of the Powering New York rate case proposal. The proposal includes digital enhancements and improved functionality for customers who prefer to interact through the Companies’ app or website.
About NYSEG: New York State Electric & Gas Corporation (NYSEG) is a subsidiary of Avangrid, Inc. Established in 1852, NYSEG operates approximately 35,000 miles of electric distribution lines and 4,500 miles of electric transmission lines across more than 40% of upstate New York. It also operates more than 8,150 miles of natural gas distribution pipelines and 20 miles of gas transmission pipelines. It serves approximately 894,000 electricity customers and 266,000 natural gas customers. For more information, visit www.nyseg.com.
About RG&E: Rochester Gas and Electric Corporation (RG&E) is a subsidiary of Avangrid, Inc. Established in 1848, RG&E operates approximately 8,800 miles of electric distribution lines and 1,100 miles of electric transmission lines. It also operates approximately 10,600 miles of natural gas distribution pipelines and 105 miles of gas transmission pipelines. It serves approximately 378,500 electricity customers and 313,000 natural gas customers in a nine-county region in New York surrounding the City of Rochester. For more information, visit www.rge.com.
About Avangrid: Avangrid, Inc. is a leading energy company in the United States working to meet the growing demand for energy for homes and businesses across the nation through service, innovation, and continued investments by expanding grid infrastructure and energy generation projects. Avangrid has offices in Connecticut, New York, Massachusetts, Maine, and Oregon, including operations in 23 states with approximately $48 billion in assets, and has two primary lines of business: networks and power. Through its networks business, Avangrid owns and operates eight electric and natural gas utilities, serving more than 3.4 million customers in New York and New England. Through its power generation business, Avangrid owns and operates 80 energy generation facilities across the United States producing 10.5 GW of power for over 3.1 million customers. Avangrid employs approximately 8,000 people and has been recognized by JUST Capital as one of the JUST 100 companies – a ranking of America’s best corporate citizens – in 2025 for the fifth consecutive year. The company was named among the World’s Most Ethical Companies in 2025 for the seventh consecutive year by the Ethisphere Institute. Avangrid is a member of the group of companies controlled by Iberdrola, S.A. For more information, visit www.avangrid.com.