Duke Energy is strengthening the electric grid to keep customers’ lights on during severe weather.

Transforming the Customer Experience Through Action

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At the center of all we do is the people we serve – our customers. Understanding what customers think, feel and need is essential to being nimble and responsive in the present, and in planning for a smarter energy future.

Duke Energy learns from customers through face-to-face conversations as well as more formal feedback. Surveys, focus groups, town halls and other market research are some of the information sources we rely on.

Still, what we learn only transforms the customer experience when we respond with action. Our most recent customer service enhancements were developed to meet customer needs for real-time and proactive information:

  • The Duke Energy app offers easy access to paying an energy bill, tracking home energy use, reporting and checking an outage status, and more.
  • The interactive outage map provides the number of customers without power, when and where an outage was reported and estimated restoration times. Customers can also opt in to receive outage alerts by phone, text or email.
  • Track My Service notifications provide updates to customers seeking to start, stop or transfer their energy services, and are expanding to include planned outage and vegetation management (tree trimming) notifications.

These tools complement Duke Energy’s existing service offerings including My Home Energy Report, Online Savings Store, the Find It Duke contractor referral service and the Free Home Energy House Call.

Connecting with customers in the ways that matter most helped increase Duke Energy’s internal customer satisfaction rating by 25 percent in 2019. The company also saw improvement across most of our service territories as measured by J.D. Power’s Customer Service Index for residential service customers.

Looking ahead, customers can expect more action in response to their feedback. A newly designed energy bill, based on input from customers, is just one example. In the meantime, we’ll keep listening and learning in order to further deliver on customer wants and needs.