PG&E 2007 Annual Report Download - page 12
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10
EASY With 15 million customers living and working
across one of the nation’s most diverse regions, there is,
of course, no one-size-fi ts-all approach to service. So
we work to understand and respond as best we can to
the unique needs of our different customers.
Expanding online service options is one example. In
one industry study last year, PG&E’s website was named
the best in the business for customer friend-
liness. We now offer customers greater
online visibility into their accounts. We have
also introduced more flexible payment
options like using a checking account or
Visa debit card to settle their accounts.
In J.D. Power and Associates’ surveys of
customer satisfaction last year, PG&E was
a leader among utilities whose customers
are taking advantage of the convenience of paying bills
via the Internet.
In customers’ homes, we are also enhancing the ser-
vices our technicians are able to provide. Last year we
successfully piloted a program that lets PG&E gas ser-
vice representatives take care of simple repairs and parts
replacements on certain gas appliances that previously
would have been referred to a third party, meaning more
hassle for the customer and another visit from PG&E after
PG&E introduced a successful
pilot program last year to offer
customers time- and cost-
saving appliance repairs that
previously had to be referred
to third-party repair people.