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Customer Service

Customer Expectations and Experience

To meet customer expectations, FirstEnergy aims to minimize power interruptions, provide timely and accurate service restoration information, and quickly and accurately resolve customer service issues.

Our customers’ experience is the sum of their interactions with us. To monitor the dimensions of these interactions, we track key metrics such as First Contact Resolution (FCR), Customer Satisfaction (CSAT) and Customer Effort Score (CES). Input for these metrics comes from customer transaction surveys.

We are committed to meeting expectations for premier customer service. We are achieving favorable results, particularly in First Contact Resolution, by increasing our focus on resolving customer issues the first time they contact us.

Customer Service Metrics (percentages)

 

2016

2017

2018

First Contact Resolution

57.7

59.8

64.4

Customer Satisfaction

73.0

72.6

75.7

Customer Effort Score

N/A

72.6

77.1

Customer Communications

In addition to providing safe, secure and reliable electric service, making our customers’ lives brighter also means ensuring easy access to clear, accurate and useful support and information through the channels customers prefer—including our customer contact centers, social media and other electronic communication tools.

Customer Contact Centers

At our customer contact centers in Akron, Ohio; Fairmont, West Virginia; and Reading, Pennsylvania, our employees respond to 7 million customer calls annually. In 64% of the calls, our customers reported that their issue was resolved during the first interaction. This metric is part of our companywide customer service KPI, and we continue to focus on initiatives to improve in this area. Many more customers use our Interactive Voice Response phone system to report power outages, make inquiries or conduct various account transactions. Millions of customer transactions are also handled through self-serve options on FirstEnergy’s website. In 2018, our contact centers processed approximately 35.5 million customer transactions through phone calls, faxes, email and our website.

Customer contact center metrics

35.5
million customer transactions
in 2018
7
million customer
calls annually
64%
of customer calls
resolved during the first
interaction annually

Social Media and Web Services

Social media has become a major customer service platform, and for some, it is the first source of information. Customers and others follow us on social media for company news, behind-the-scenes stories, energy efficiency and electrical safety tips, and updates during major weather events. FirstEnergy manages accounts on Twitter, Facebook, LinkedIn, YouTube and Flickr.

We offer a suite of convenient tools that help customers stay connected with important account and outage information, including alert and text messaging services and our responsive website. Because we understand the inconvenience of a power outage, we created a streamlined outage reporting process on the website and comprehensive, 24/7 Power Center outage maps, which show current outage locations, estimated restoration times, the cause of outages and the status of the repair crews. We also offer an outage reporting app on our utility Facebook pages. The app is integrated with our automated reporting system to help ensure that outages are quickly and accurately detected.

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