Best-in-class customer service, technology and continuous improvement continue to be core elements of our strategy.
Our dedication to customer service for those in the communities we serve is a significant part of who we are as a company. Customer service and brand reputation remain a critical factor in our company’s continued success. Our customers have benefited directly from our execution in these areas, including improved customer communications from a redesigned and more informative Outage Tracker app.
We have developed self-service processes for bill payment, account setup and proactive outage notification, which have enabled most customer transactions to be resolved through our digital channels. Our customer engagement philosophy is based on being easy to do business with by reducing customer effort where possible in interacting with CenterPoint Energy.
We have been recognized as an industry leader nationally in both our electric and gas utilities in the areas of customer satisfaction, brand trust, outage restoration and helping our customers save energy. These results have been achieved through a range of investments we have made in our technology, employees and our communities.
- Power Alert Service alerts notify customers of an outage at their home or business, its restoration progress and when the electricity comes back on. CenterPoint Energy recently launched the Power Alert Service electric outage notification system to customers in our southwestern Indiana electric territory.
- Outage Tracker shows real-time electric outages in our service area.
- The My Account self-service web tool allows customers to manage their natural gas service account and view electric usage online.
We continue to look for opportunities to improve our customers’ experience, leverage tools and technologies to enhance our outreach and communications and raise the bar even higher on the service we provide.
Contact Center’s Commitment to Service
Just as our field employees continue to be out on the front lines providing safe and reliable electricity and natural gas to our customers, our Contact Center agents also have a critical role in supporting our customers’ energy needs. With a reassuring voice, they support electric, natural gas and Home Service Plus customers across our service territory.
“Our goal is to provide an exceptional customer experience through focused technology investments centered around customers’ preferences for interaction and information.”– Tony Gardner, Senior Vice President and Chief Customer Officer
CenterPoint Energy Takes First Place for 2021-2022 American Customer Satisfaction Index
CenterPoint Energy came in first place nationally in the 2021-2022 American Customer Satisfaction Index® (ACSI) study of investor-owned utilities. ACSI is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the United States. CenterPoint Energy has ranked among the top two utilities nationally in the study since 2015, also holding the top spot in 2018 and 2019.