_________________________________________________________________ Piedmont
Natural Gas / Duke Energy
during outages, ultimately leading to a more efficient and less time consuming outcome for customers. Moreover, this tool enabled us to automate communication. If an excavation were to damage our pipeline and affect 100 customers, we could use this tool to instantaneously notify them through various communication channels like email, text, or phone, and keep them updated until their gas service is restored,” he continues.
Maintaining a culture centered on customer satisfaction and effective communication across the business is imperative for Piedmont. As such, it is crucial that every team member embraces a customer-centric approach and attitude in their interactions.“ Among our top strategic priorities is cultivating a happy and loyal customer base while also fostering a positive work environment, both of which are interconnected. Our culture emphasizes the understanding that gas is not a necessity for many of our customers, as they could choose an all-electric setup if they wanted to. Therefore, we have to excel in customer satisfaction and ensure that our clients continue to choose our product. I believe that this customer-centric outlook is ingrained in our DNA and drives our positive customer relationships. Creating an environment that our employees find easy to work in and ensuring our customers genuinely want our product is key to our success going forward. To maintain a great workplace, we conduct employee engagement surveys across Duke Energy. We assess the Net Promoter Score from our customers and also measure our employee Net Promoter Score to gather feedback on what we have improved on. This is partly because we understand that a dissatisfied employee generally tends to deliver a less than stellar customer experience,” he ends. ■
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