Being There for Customers

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Delivering customer-focused, innovative solutions to meet our customers’ needs is at the forefront of everything we do at Duke Energy.

This drive was never more evident than last year when the COVID-19 pandemic led to significant financial hardship for many of our customers and communities.

At the start of the pandemic, the company launched a sweeping series of unprecedented steps to help Duke Energy and Piedmont Natural Gas customers, including suspending disconnections for nonpayment and suspending late payment fees and credit card payment fees.

Throughout the crisis, Duke Energy worked diligently to connect customers to federal funding in efforts to help those in need of economic assistance.

Early on the company reached out to those customers with past-due balances, offering flexible payment arrangements. We also developed a host of convenient new digital tools that:

  • Enabled customers to self-enroll in online interest-free, multimonth installment plans
  • Allowed our agency partners to provide financial commitments electronically and, in some instances, process payments collectively
  • Gave customers a one-stop destination for the most up-to-date information with a dedicated COVID-19 webpage
  • Prepared over 800 employee volunteers with the necessary means to join our call center employees and offer customers one-on-one assistance as we resumed our standard billing and credit policies

And throughout the crisis, Duke Energy worked diligently to connect customers to federal funding in efforts to help those in need of economic assistance.

The ability to pivot and to do so quickly was recognized by our customers and resulted in the highest customer satisfaction ratings the company has experienced in several years, surpassing our internal target that measures customer satisfaction by nearly 15 percent. In addition, Duke Energy's improvement in J.D. Power Customer Service Indices has outpaced the industry.

Duke Energy continues to take direct action to address customers who are experiencing hardships as a result of the pandemic. In 2021, the company remains focused on providing flexible payment policies to those customers in need.