Transforming the Customer Experience


At Duke Energy, the customer is at the center of our mission. Evolving customer expectations, emerging technologies and changing public policies all converge to create a dynamic environment for Duke Energy and the industry.

Duke Energy is working to build genuine connections with all customers by listening, anticipating their needs and offering solutions. The company is now using Net Promoter Score, a metric that tracks customer loyalty and helps the company get better insight into improving customer satisfaction.

Using data and analytics, the company is executing a long-term, customer-focused strategy designed to deliver greater value to our customers.

An example of this work is a builder and developer portal and mobile app that is designed to provide more transparency in our service – making project management for these customers easier and more consistent.

These tools allow builders to easily access the most updated information on their project, get direct contact information for their technicians, and submit service requests – all without ever having to call our contact center.

Digital tools and other technology provide more opportunity to serve customers in new and innovative ways. The company’s Home Energy Report allows customers to see how their electrical usage compares to similar homes. The text service to customers for outage information was especially impactful during 2018 hurricanes.

Duke Energy is creating solutions, driven by data, that deliver real value for the communities we serve.