its customers, based on a sliding scale.
Across the entire service network,
PG&E’s goal is to maintain an average
customer service rating of “excellent.”
To achieve that goal, PG&E has acted on
customer feedback while evaluating how
the entire organization works together as
a team to provide excellent service.
Due to PG&E’s strong relationship with
local tree company Trees Inc., a pilot program was launched based on improving
communication with every customer. The
participants included crews from ACRT
Inc., which is PG&E’s vegetation management consulting partner, Trees Inc. and
The pilot program included a series
of focus groups to create a platform for
ACRT’s foresters and Trees Inc.’s tree care
workers to get to know one another.
Although their work overlaps, the group
sessions allowed foresters and tree care
workers to become acquainted on a personal level and to chat about shared business as it relates to their important work.
In addition, the focus groups offered
field personnel a firsthand look at decision making at the management level.
Participants viewed customer satisfaction
surveys, metric scorecards and patrol
standards, offering transparency into
how field operations were connected to
the goals of the management teams.
Most importantly, the focus groups
brought clarity to sometimes difficult
customer scenarios that these teams
often face. Teams were given talking
points and training on how to deal with
these scenarios appropriately, effective-
ly and consistently. Creating a uniform
experience for customers when chal-
lenging situations arise—unwanted but
In a mission to provide better customer
service in the Fresno, California, service
district, Pacific Gas & Electric (PG&E),
ACRT Inc. and Trees Inc. created a plan
that has helped enhance overall service
to its customer base. It’s a multifaceted
approach that has served the utility and its
partners well over the past several years.
Following are some of the essential
tenets of their approach to providing
EVALUATING CUSTOMER SERVICE
PG&E’s service platform revolves around
three critical metrics that are followed
across every service its provides: safety,
quality of work and customer satisfaction.
Safety and quality of work are straightforward measures. Safety can be measured by how many accidents are reported each month, work quality by how
often crews must be sent into the field to
Customer service can be a little more
slippery. One of the ways that PG&E
measures customer service is through
a regularly distributed survey among
teams, vendors and partners. Here’s the story of
happen by making teamwork their No. 1 priority.