RG&E Releases Customer Service Progress Report
Less than half of one percent of nearly 1.4 million bills issued required adjustments
The Company maintained success of 2024 in percentage of calls answered in 30 seconds
Enhanced services led to higher customer satisfaction score
ROCHESTER, N.Y. — April 30, 2025 — Rochester Gas and Electric (RG&E) has released its customer service progress report, which tracks customer service improvements. This is part of the Company’s ongoing commitment to improve customer service and reliability.
Of the more than 500,000 calls RG&E has received in 2025, the Company answered 75% of them in 30 seconds, exceeding the target set by the New York State Public Service Commission (PSC), maintaining its success from 2024 and a dramatic increase from 2022, when the same metric was under 50%. The Company’s customer satisfaction rate has continued to increase. In 2024, the satisfaction percentage was 83.9%. So far this year, the percentage rate is 84.3%, nearly 10% higher than the first quarter of 2023.
Through the first Quarter of 2025, less than half a percent of nearly 1.4 million bills issued required adjustments.
“What these numbers show is that we continue to make progress,” said Vice President of Customer Service for RG&E Christine Alexander. ”We know quicker service leads to higher overall customer satisfaction, so we are investing in our workforce. Our call centers are fully staffed, and we have implemented new tools that enhance the customer service experience.”
Innovative tools include Ava, launched by RG&E in 2024. The Company’s online AI energy assistant answers frequently asked questions, including those concerning a customer’s bill balance, bill delays, payment arrangements, or budget billing meter reading, and understanding bills. Ava can now provide restoration times to customers experiencing an outage.
In March, the Company launched a new training program with the goal of improving overall customer satisfaction. The pilot program aims to reduce call transfers, increase collaboration, and develop more knowledgeable representatives within six months of their hire.
In 2024, RG&E made more than $375 million in capital investments, including customer service. Since 2022, the Company has made year-over-year improvements in all key performance metrics, working to improve the customer experience by investing in hiring more customer service representatives, reducing wait times for customers, and modernizing the call center infrastructure. Achieving call center efficiencies is the result of significant investments to better serve customers.
Media Contact:
Alexis Arnold