NES is dedicated to ensuring excellent customer service and thanks to our hardworking team of employees and our phenomenal customers, we are proud of the growth observed in this year’s customer satisfaction (CSAT) survey. We are thrilled to highlight 83% of customers were either very or somewhat satisfied with our service, marking a 3% increase from 2023.
In 2014, NES implemented the CSAT survey, and a decade later, the utility has consistently scored an overall average of 82% for positive satisfaction ranking. As NES continues to prioritize customer satisfaction through daily operations, the CSAT survey allows us to acknowledge areas of growth and opportunities for improvement.
Highlights from the 2024 survey include:
Percentages represent how well customers feel each statement describes NES
- Providing power safely – 89%
- Being well prepared for storms and harsh weather – 82% (7% increase over last year)
- Going above and beyond in emergency situations – 81% (7% increase over last year)
- Using technology to improve the customer experience – 80% (9% increase over last year)
NES received high scores for customer interactions
- Paying your bill – 95%
- Understanding your bill – 92%
- Reporting an outage – 91%
- Viewing electricity usage details – 91%
- Getting outage updates – 89%
- NES website providing thorough information – 87%
- Getting connected with a customer service rep – 86%
- Learning ways to cut electricity costs – 86%
Everyday NES strives to exceed customer expectations, provide safe and reliable power, and meaningfully engage with our community. We are honored to see growth in customer satisfaction over the past year and are grateful that our customers continue to trust us to power their communities.
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