Seattle City Light is one of the best utilities at interacting with customers through social media, according to a recent survey by J.D. Power and Associates. Seattle City Light is one of the best utilities at interacting with customers through social media, according to a recent survey by J.D. Power and Associates.
According to the customer satisfaction survey, City Light tied with ConEd, Entergy Texas, Cleco Power, Santee Cooper, and Tucson Electric Power for highest social media recall by customers.
These utilities have been the best at venturing into social media communications with their customers, said Chris Oberle, Senior Director in Energy Practice for J.D. Power. “And here’s the thing about social media, they tend to be the most satisfied customers because it’s a way for customers to feel more interactive and personal without calling or being on site.”
Seattle City Light publishes this Power Lines blog and supports a Twitter account — @SEACityLight — where customers can get tips for saving money, check on power outages, learn about new utility programs, and more. Recently, the utility launched its first online video contest, Slay an Energy Vampire, which you can check out – or better yet enter – here.
“We are committed to providing the best customer service experience of any utility in the nation,” Superintendent Jorge Carrasco said. “We need to be relevant and to ensure we communicate with our customers in a way that they want to hear from us. Social media is one more way that we engage customers in order to meet that goal.”
Seattle City Light is the 10th largest public electric utility in the United States. It has some of the lowest cost customer rates of any urban utility, providing reliable, renewable and environmentally responsible power to nearly 1 million Seattle area residents. City Light has been greenhouse gas neutral since 2005, the first electric utility in the nation to achieve that distinction.