Our Customers Are the Heart of Every Action

This week, we’re celebrating our inaugural Customer at the Heart Week as part of National Customer Service Week.  

 
Every day we hear from our customers through feedback collected in our surveys. Whether after a service visit or a call, what you share helps us improve. Your feedback gives us a powerful opportunity to build the customer experience you deserve.  

Putting Customers at the Heart

Our 28,000+ coworkers are committed to putting customers at the heart of everything we do.

Our goal is to deliver a “10 out of 10” experience in every interaction. “10 out of 10” is not a survey score — it's showing up every day with the intention to deliver excellence — not occasionally, but consistently.  

We’re leveraging data, technology, and artificial intelligence to fully understand the unique needs of all of our customers. Here are several key customer experience improvements:

• Our new Virtual Assistant, Peggy, is designed to make it easy for customers to do business with us. The days of touching numbers on your phone are soon to be over. Now, with Peggy, customers can speak freely as they would with a human.

• Our website redesign enhanced security and added various payment options like Apple Pay and Google Pay as well as made it easier to reset passwords and add users to existing accounts. 

• Launched programs to improve outage restoration accuracy and enhanced timeliness and accuracy of outage communications. 

• Introduced an upgraded billing program that provides customers with a new, clearer energy statement. This transition improves billing accuracy and provides more automation for accuracy. 

We know that we have work to do, which is why this is just the beginning. We are using our Lean Operating System to drive more effective and responsive decision-making, reduce the challenges many of us face in our day-to-day work, and deliver better outcomes for our customers.  

Please share what’s most important to you and how we can serve you better. Reach out to us at  pge.com/openlines.

About the author

Vincent Davis is the senior vice president of Customer Experience at PG&E. He leads the customer experience and revenue operations teams. He has more than 25 years in the energy industry.