Eversource 2015 Annual Report Download - page 6

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communities for natural gas heat. In 2015, a record 11,415
Eversource customers in Connecticut and Massachusetts installed
natural gas space heating in their homes and businesses, and we
expect that figure to climb to 12,500 in 2016.
Energy efficiency investments and customer programs continue to
be critical to our company’s long-term success. We invested $500
million last year alone in efficiency programs that truly benefit our
customers. And the measures we have helped install for customers
will save 11 billion kWh of electricity and 130 million therms of
natural gas over their lifetime, as well as eliminate the emission of 5
million tons of carbon. Those savings represent enough electricity to
power 1.3 million homes for a year and enough natural gas to heat
140,000 New England homes for a year.
Investments in our community also are a large component of how
we deliver great service to customers. We have two clear priorities:
focusing on health and well-being of youth in our service territory,
and making sure that our giving has a wide impact. As the largest
energy provider in the region, we want to reach as many of our
fellow New Englanders as possible. In 2015, Eversource’s
philanthropy totaled approximately $5 million, through direct
program grants, partnerships like the Eversource Hartford Marathon,
the Eversource Walk for Boston Children’s Hospital, or Special
Olympics, and employee volunteerism and giving programs like our
United Way Campaign.
Looking ahead to 2016, our focus on the customer in all that we do
also means helping them understand how we are working diligently
to change the energy landscape in the region. Last year, Eversource
conducted comprehensive customer research, asking customers
about their perceptions of the company, including our delivery of
service, the cost of energy and our role in overall energy prices. What
we learned was clear: customers know who Eversource is, and feel
we are doing a great job in reliably delivering their energy.
We also learned that wide fluctuations in energy prices negatively
impact customers’ satisfaction with Eversource. Most customers do
not understand the current market dynamics, the effect of those
dynamics on their bills, or the important work Eversource is doing to
resolve the region’s energy dilemma.
Taking this research into consideration, we are now changing the
conversation with customers, while also aiming to drive customer
satisfaction improvements. It’s a new and exciting approach to
customer communication and education, using a combination of
advertising, interactive online experiences, call center scripting, a
new bill, and social media. We are helping them understand why
energy prices go up and down and what steps they can take to
reduce their costs. We believe this initiative will improve customer
satisfaction scores, which in turn helps drive the overall success of
the company.
We are firmly in the driver’s seat when it comes to energy delivery in
New England. We are the region’s premier gas and electric provider,
but more than that, we are an advocate for our customers, with
strong leadership and solutions to pricing and supply challenges.
Eversource has an exciting future ahead as our company continues
to thrive and grow.