Daily Customer Voice: Listening, Learning and Improving Every Day

Each day, you invite us into your lives — when you turn on the lights, reach out with questions or welcome a field representative into your home. Your experiences matter, and so does your voice.  

 That’s why we created the Daily Customer Voice, a simple way to pause, listen and learn from you every day.  This daily email, launched in October, shares real customer feedback, a reflection question and insights that help our teams understand not just what happened, but how it felt. By listening with purpose, we can improve operations and deliver “10 out of 10” experiences that earn trust.   

 Listening to you isn't a one-time event — it's something we commit to every day. Across the company, teams start their mornings by grounding their decision in real customer stories. The communication gives everyone time to pause, reflect and think about how our daily choices affect the committees we serve.  

 This daily listening is shaped by what you tell us — your experiences, frustrations, and the moments that went well. Each week, we highlight a theme based on what you say that makes a “10 out of 10” experience.  

 Before sharing each message, we take time to understand the situation and involve the right teams when needed.  Sometimes this leads to quick fixes. Other times, it creates a moment of empathy, helping employees better understand how the experience felt from your point of view.  

 Today more than 11,000 employees start their morning with the Daily Customer Voice. It’s becoming part of how we listen, learn and improve — one day at a time.  

Sarah Walker-Jones, who leads the program, says the impact is already clear “By sharing customer feedback every day, we can better see how our work affects customers and where we can improve. These conversations are driving real positive change. One example: the outage team discovered a system problem that kept 30,000 customers from getting email updates. The team fixed the issue quickly, improving outage communications.  

 At the core, the Daily Customer Voice is about more than feedback — it's about respect. By listening closely, communicating openly, and responding thoughtfully, we’re strengthening how we serve you and how we show up in moments that matter. Every voice helps us learn and every day is a chance to do better.  

About the author

Vincent Davis is chief customer officer and senior vice president of Customer Experience.