Release of 2016 survey results - Hydro-Québec customers increasingly satisfied

In keeping with its commitments to transparency and proactive communication, Hydro-Québec has released the results of customer surveys carried out in 2016. The results demonstrate a marked improvement in customer satisfaction, with the proportion of customers saying they were fairly satisfied or very satisfied rising from 82% in 2015 to 91% in 2016.

“These results show how important improving our customer service is to us. We’re proud of our progress, but we also believe that we can still do even better. So we’ll be continuing to focus on customers over this next year,” said David Murray, President of Hydro-Québec Distribution.

Hydro-Québec has taken many steps to achieve its goal of becoming a benchmark in customer service:

• Extended customer relations centre business hours to evenings and weekends as of June 2016
• Enabled customers to make telephone appointments with representatives for daytime, evenings or weekends
• Increased its presence on social media, including a Facebook page
• Introduced an online tool called My Consumption Profile, which lets customers see their daily electricity use

The new services have had a number of impacts, most notably bringing the average call wait time for customer services down by 118 seconds, from 205 seconds in 2015 to 87 seconds in 2016.

The following survey results are available (in French only):

• Assessment of Hydro-Québec advertising campaign (December 2016)
• Assessment of corporate campaign (April 2016)
• Satisfaction survey—Meter replacement (July and August 2016)
• Satisfaction survey—Meter replacement (September and October 2016)
• Satisfaction survey—Meter replacement (November 2016)
• Overall public satisfaction 
• Monitoring of brand image and media buzz
• Monitoring of contact quality—Residential customers
• Assessment of The Right Moves campaign
• Visitor satisfaction—Hydro-Québec hydropower facilities
• Assessment of public awareness campaign on peak period—Off-grid system customers 
• Visibility of Hydro-Québec ad campaign When a cold snap hits, spread out your electricity use 
• Survey on customer services business hours 
• Omnibus survey on Energy Wise program
• Large-power customer satisfaction

The company is committed to transparency, while at the same time respecting these guidelines concerning the release of information:

• Respect applicable laws and regulations
• Honor our business commitments
• Respond to requests for information that represent a reasonable workload