January 21, 2014
Enhancements to Dominion Virginia Power's eBill and other eBusiness offerings, as well as its interactive website, have resulted in higher customer satisfaction scores and recognition as a "best practice" within the utility industry.
Chartwell Inc., a specialized information provider that helps utilities improve their customer experience and ultimately customer satisfaction, featured Dominion's enhanced eBusiness offerings in its January "Best Practices" issue. https://www.dom.com/pdf/dvp-best-practices-billing-options.pdf
"We are extremely gratified to see our eBill and other eBusiness programs featured in a best practices guide for our industry," said Gianna Clark, vice president-Customer Service Operations. "Our goal is to serve our customers 24/7 in a quick and easy manner. eBill and online access to customer bills is a major part of the way we work to accomplish that."
A cross-functional Dominion Virginia Power customer service team has been working to improve the company's eBusiness offerings for 18 months and has seen a 30 point improvement in its J.D. Power overall customer satisfaction surveys during this period.
"The team is meeting its goal of delivering quick, easy and accessible electronic transactions while providing services valued by customers," Chartwell said.
A major component of the company initiative is eBill, where customers receive their bills electronically rather than through the mail. More than 837,000 customers have signed up for the program and the company hopes to reach 1 million by the end of 2014. A video about the program is available online at http://youtu.be/K7LItjtD1TU.
It's easy, secure and convenient to enroll in Dominion's eBill paperless billing program at: https://www.dom.com/ebill.
Dominion (NYSE: D) is one of the nation's largest producers and transporters of energy, with a portfolio of approximately 23,500 megawatts of generation, 11,000 miles of natural gas transmission, gathering and storage pipeline, and 6,400 miles of electric transmission lines. Dominion operates one of the nation's largest natural gas storage systems with 947 billion cubic feet of storage capacity and serves retail energy customers in 15 states.
For more information:
Dominion Virginia Power
120 Tredegar St
United States, 23261