NYSEG and RG&E Deliver Improved Customer Service Results, Exceed Key Performance Benchmarks
Strong performance metrics, including high call answer rates and rising satisfaction, underscore continued progress in customer service benchmarks
BINGHAMTON, N.Y. — July 16, 2026 — New York State Electric & Gas (NYSEG) and Rochester Gas and Electric (RG&E) have exceeded several key New York State Public Service Commission (PSC) customer service performance standards, demonstrating continued progress in areas that directly impact customers.
The Companies exceeded targets for complaint rates, call center responsiveness, and estimated billing performance, three important measures used by regulators to evaluate customer experience. These results reflect a range of initiatives that have been implemented in recent years that are aimed at improving service, including enhancements to customer communications, investments in digital tools, upgrades to customer service systems, and expanded training and resources for frontline employees.
“Meeting and exceeding regulatory performance standards are important indicators of progress because the metrics focus on customers' day-to-day interactions with the companies,” Patricia Nilsen, CEO of NYSEG and RG&E. “Faster call response times help customers get assistance when they need it, lower complaint rates reflect improved issue resolution, and reduced estimated billing supports more accurate and predictable bills.”
Metric |
2025 NYSEG Target |
2025 NYSEG Actual |
2025 RG&E Target |
2025 RG&E Actual |
% answered calls in 30 sec |
>70% |
76.9% |
>70% |
77.8% |
Customer complaint ratio |
Less than 1.00* |
0.91 |
Less than 1.00* |
0.81 |
Number of estimated bills |
Less than 2.23% |
1.25% |
Less than 5.15% |
2.00% |
*1 complaint per 100,000 calls answered
NYSEG and RG&E also continue to make meaningful and measurable progress in achieving the Customer Satisfaction Survey (CSAT) metric, with customer satisfaction scores increasing year-over-year and reaching their highest levels in several years. The Companies have implemented a broad range of customer-focused enhancements, including modernization of billing and customer service systems, expanded digital tools, improved outage communications, smart meter deployment, and additional resources for customer support.
CSAT Metric |
2024 |
2025 |
2026 |
Target |
RG&E Actual |
83.9% |
84.1% |
87%* |
88% |
NYSEG Actual |
84.7% |
85.6% |
87.6 %* |
89.5% |
*Incomplete year based only on 2026 Q1-Q2 data.
“Improving the customer experience is an ongoing effort that takes time, especially for utilities serving large and diverse service territories,” said Christine Alexander, NYSEG and RG&E Vice President of Customer Service. “These results show year-over-year improvement in customer satisfaction at both NYSEG and RG&E, and they reflect the progress we are making through continued investments in our people, technology and processes. We recognize there is more work to do, and we are not focused on any single score in isolation. Our focus is on delivering lasting improvements for our customers, and these results reflect the steady progress we are making. We are encouraged by the positive trend and remain committed to building on that momentum.”
These enhancements reflect NYSEG and RG&E’s ongoing commitment to customer experience. By investing in user-friendly digital tools, improving communication during outages, and providing customers with greater insight into their energy use, the Companies are making it easier for customers to access information, stay informed, and manage their energy needs with confidence.
Media Contact
Alexis Arnold