NYSEG says investments in training, staffing, and smart technology have significantly improved customer service, according to a report released Wednesday.
So far this year, NYSEG reports that more than 84 percent of its customers expressed satisfaction with their service. Of the 1.1 million calls received in 2025, 73 percent were answered within 30 seconds—well above the 70 percent benchmark set by the New York State Public Service Commission. That’s a sharp jump from 2023, when fewer than 40 percent of calls met the 30-second target.
“What these numbers show is that we continue to make progress,” said Christine Alexander, NYSEG’s vice president of customer service. “We know quicker service leads to higher overall customer satisfaction, so we are investing in our workforce.”
The company attributes the improvement to several key initiatives. In addition to fully staffing call centers, NYSEG launched a new customer service training program in March aimed at reducing call transfers and improving knowledge among representatives.
The company also credited its rollout of more than one million smart meters with helping deliver more accurate bills. Fewer than half a percent of nearly three million bills issued in early 2025 required any adjustment, the company said.
Ava, NYSEG’s AI-powered online assistant launched in 2024, now provides outage restoration times along with billing and service information. The tool is part of a broader push to modernize the customer experience.
In 2024, NYSEG invested nearly $880 million in capital projects, including upgrades to call center infrastructure. Company officials say these improvements have led to greater operational efficiency and better service outcomes.
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