Bill payment assistance pays off in satisfaction

OG&E announced yesterday that they have suspended disconnects during August for residential customers who don’t pay their electric bills.  When it’s continually over 100 degrees … this seems like a really good move.

Results from our 2011 Electric Utility Residential Customer Satisfaction Study show that customers who receive assistance from their utility in making arrangements to pay overdue bills are much more satisfied that customers who do not seek or receive help from their utility.

Even more critically, when no arrangements for payment are offered by the utility, satisfaction plummets.



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