NYSEG Customer Service Stats Reflect Improvements Made in Last Two Years
Less than one half of one percent of nearly 3 Million bills issued required adjustments. The Company increased number of calls answered in 30 seconds
Enhanced services led to higher customer satisfaction score
BINGHAMTON, N.Y. — May 14, 2025 — New York State Electric & Gas (NYSEG) has released its customer service progress report, which tracks the differences made due to investment in training and technology. This report is part of the Company’s ongoing commitment to improve customer service and reliability. So far in 2025, more than 84 percent of customers were satisfied with their NYSEG experience.
Of the more than 1.1 million calls NYSEG has received in 2025, the Company answered 73 percent of them in 30 seconds or less, exceeding the target of 70 percent set by the New York State Public Service Commission (PSC). This is a dramatic increase from 2023, when the same metric was less than 40 percent.
NYSEG continues to provide accurate bills thanks in part to the addition of more than one million smart meters throughout the state. Through the first quarter of 2025, less than half a percent of nearly three million bills issued required adjustments.
“What these numbers show is that we continue to make progress,” said Vice President of Customer Service for NYSEG Christine Alexander. ”We know quicker service leads to higher overall customer satisfaction, so we are investing in our workforce. Our call centers are fully staffed, and we have implemented new tools that enhance the customer service experience.”
Innovative tools include Ava, launched by NYSEG in 2024. The Company’s online AI energy assistant answers frequently asked questions, including those concerning a customer’s bill balance, bill delays, payment arrangements or budget billing, meter reading, and understanding bills. Ava can now provide restoration times to customers experiencing an outage.
In March, the Company launched a new training program with the goal of improving overall customer satisfaction. The pilot program aims to reduce call transfers, increase collaboration, and develop more knowledgeable representatives within six months of their hire.
In 2024, NYSEG made nearly $880 million in capital investments, including investments in customer service. The Company continues to make strides in key performance metrics, working to improve the customer experience by investing in hiring more customer service representatives, reducing wait times for customers, and modernizing the call center infrastructure. Achieving call center efficiencies is the result of significant investments to better serve customers.
Media Contact:
Michael Baggerman