PG&E Earns E Source’s Award for Top Energy Company Website in North America
SAN FRANCISCO–(BUSINESS WIRE)–This month, Pacific Gas and Electric Company’s (PG&E) website ranked
highest among energy companies as the top energy company website in
North America by E Source. The results are based on the E Source Review
of North American Electric and Gas Company Residential Websites: 2017, a
recent study that measured how usable energy company websites are in
meeting their customer needs.
“We’re committed to making it easy for our customers to do business with
us and we know that having a good experience online is a key part of a
positive customer experience,” said Laurie Giammona, senior vice
president and Chief Customer Officer at PG&E.
In 2016, PG&E used customer feedback to redesign its website in order to
provide a better online experience. With the added new self-service
features, customers can:
- Pay their bills online or via a mobile device 24/7.
- Stay informed about outages that may be happening in their area.
View details about their household’s energy usage to make smarter
Enroll in free Bill
Forecast Alerts and receive proactive alerts to take control of
The E Source study focused on four areas of the user experience
including navigation, functionality, appearance and relevance. A group
of residential customers assessed the websites of 114 American and
Canadian energy companies between January and May 2017. The customers
accessed and used the top 10 features of these sites from both a mobile
device and a laptop computer. The study found that the top energy
company websites meet customers’ needs by providing a web experience
that is simple and mobile-optimized, while offering options that are
easy to read and select online.
“Customer expectations change over time, and top-performing utilities
are adapting to meet and exceed these expectations,” says Heather
Hilgenkamp, senior market research analyst at E Source. “Responsive
design, presenting information in easy-to-understand formats like tables
and charts, and offering personalized alerts for a wide range of topics
makes the customer experience better.”
PG&E will be recognized this September during an awards luncheon at the
30th annual E Source
Forum in Denver.
Pacific Gas and Electric Company, a subsidiary of PG&E
Corporation (NYSE:PCG), is one of the largest combined natural gas
and electric energy companies in the United States. Based in San
Francisco, with more than 20,000 employees, the company delivers some of
the nation’s cleanest energy to nearly 16 million people in Northern and
Central California. For more information, visit www.pge.com/
Pacific Gas and Electric Company
Cory Jackson, 415-973-5930