As retail electricity providers continue to expand their portfolios of products and services, remaining focused on customers' needs and customer service continues to grow in importance, TXU Energy Chief Operating Officer Scott Hudson told a national industry gathering May 13th.
'TXU Energy is intensely focused on constantly improving the fundamentals of service,' Hudson said at the 25th Retail Energy Executive ForumTM, presented by DNV GL, in Scottsdale, Arizona. 'While we're developing innovative plans and products to meet consumers' needs and preferences we're also investing in how we serve our customers.'
Hudson noted that customers are at the core of every business decision and highlighted efforts to listen to customers. In addition to the company's long-standing customer listening sessions for executives and other leaders, TXU Energy has a robust social media response program and engages with consumers across a wide variety of media outlets, as well as through its own ratings and reviews program.
'For example, customers told us they wanted faster and more intuitive self-service through our 24/7 telephone system and fewer steps to reach a consultant when they need assistance,' Hudson said. 'We listened and have delivered the industry's most advanced interactive voice recognition system.'
Customers also have inspired the company to expand its wildly popular TXU Energy Free Nights plan by adding additional free hours and to give them the ability to personalize their TXU Energy MyAccount summary pages by selecting and prioritizing the information they find most important.
This year, TXU Energy began a new project to evaluate every step at which consumers interact with the company - from the customers' perspective - to find even more opportunities for constant improvement.
'While we have delivered a series of first-to-market innovations, including our two-way Brighten® iThermostat, our Solar Lease program, time-of-use plans for business customers and the first mobile apps and website in the competitive market,' Hudson said, 'we're equally proud of the work we do to keep our promises to customers.'
Customer satisfaction rates are at an all-time high at TXU Energy, the company has been consistently rated above all other major retailers on the Public Utility Commission of Texas' complaint scorecard and the company is surpassing internal measures.
Hudson closed his remarks, saying, 'Customers choose TXU Energy because we put them first and deliver on our promises.'
About TXU Energy
TXU Energy is a market-leading competitive retail electricity provider, powering the lives of more Texans than any other retailer. TXU Energy offers a variety of innovative products and solutions, allowing both its residential and business customers to choose options that best meet their needs, including exceptional customer service, competitively priced electricity service plans, innovative energy efficiency options, renewable energy programs and other electricity-related products and services.