We’re Listening, Because Your Experience Matters

At PG&E we are focused on building customer trust by delivering a  “10 out of 10” experience in every interaction. The best way we can do this is by listening, really listening to what you tell us about your experience.   

When something is confusing, frustrating, or doesn't go the way you expect, we want to hear about it. And when things work well, we want to understand that too. Your feedback helps us see what you see and understand what it’s like to interact with PG&E. 
 
Customers share feedback with us in many different ways, and each one helps us learn and improve. In January, we enhanced how you can share your experience with us through our new Overall Satisfaction with PG&E (OSAT) survey.  
 
The new survey is shorter and open to many more customers. 
 
It also lets you talk about what matters most to you. Whether it’s billing, safety, communications, reliability or something else entirely, you can share what’s on your mind in your own words. Every customer’s experience matters, and this survey gives you the flexibility to tell us about yours. 

 
Your feedback helps us understand where things may not be working as well as they should and where we need to do better. Every customer we have an email for receives the survey about once a year.  

 
Most companies survey customers. For PG&E, sharing how we listen and what we’re improving matters because rebuilding trust requires transparency. We plan on sharing updates on how your feedback drives change to power our progress and help us rebuild the trust our hometowns expect.  
 
Thank you for taking the time to tell us about your experience. We are listening and we are taking action.   

About the author 

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