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2014 Sustainability-based Annual Report

9 Customer Satisfaction – Delivering to Expectation Consistent excellence is the hallmark of good customer satisfaction. Over the decade since its creation, Horizon Utilities continues to be proud to report customer satisfaction ratings, year over year, above the provincial average. We have achieved these high ratings even when facing exceptionally challenging circumstances, such as severe wind and ice storms. In 2014, Horizon received an overall customer satisfaction rating of 87 per cent in the Utility Pulse survey, a full seven per cent above the provincial average for utilities. Customer satisfaction is embedded in everything we do and everything we plan. We know that for most people, the bottom line is keeping the lights on, at affordable rates. Our 20-year Distribution System Renewal Plan outlines a clear path for replacing end of life assets responsibly to ensure reliable service, and using new technologies that will improve our ability to restore power more quickly and efficiently. It balances the need to renew our infrastructure with minimizing the cost impacts to our customers. Part of our customer service story is that we aspire to be easy to do business with. We want our customers to have the tools to manage their own electricity usage and payments. For our residential customers, we upgraded the tools we have on our website to help them manage their accounts. They can now log into the myAccount feature to monitor their usage and make bill payments. We also show them information on why a bill might be higher or lower than the previous year, due to, for example, differences in the weather. We will continue to expand self-service options as we modernize and respond to our customers’ needs and expectations. New technologies play a key role in how we connect with our customers 87% overall customer satisfaction in Utility Pulse survey, 7% above provincial average 20-year Distribution System Renewal Plan


2014 Sustainability-based Annual Report
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