PG&E’s Method for Improving Customer Care: Online Scheduling of Appointments

It’s not often that a utility company “gets it” when it comes to customer care.  However, back in 2005 Pacific Gas and Electric (PG&E) launched a host of customer service improvements, one being the adoption of  online appointment scheduling.

Fast forward to 2007: PG&E shares the top spot for customer satisfaction among gas utility companies in the western United States.  The ranking involves six factors, four of which (company image, communications, customer service, field service) can be impacted by online appointment scheduling.  Tom King, CEO and President, said in response to the ranking, “We know that it’s ultimately how we take care of our customers that determines our success.”

Making appointment scheduling available online can be a valuable component of a company’s strategy for improving customer relations.

David Hill
TimeTrade Blogging Team

Image credit: InMagine PE0066457

Posted by TimeTrade Blogging Team