At NextEra Energy, we strive to exceed customer expectations. We take great pride in delivering affordable, reliable and clean energy, and we know how much our customers depend on it. That's why we do our best to communicate effectively, provide products and services that are innovative and easy to use and track our performance to continually improve how we deliver a superior customer experience.
In 2016, FPL’s Customer Care Center was certified as a Center of Excellence for the third time by BenchmarkPortal, the internationally-recognized customer contact research organization. The recognition is one of the most prestigious in the customer service industry and is awarded to call centers that rank in the top 10 percent of the call centers surveyed for efficiency and effectiveness.
In 2015, FPL’s energy-saving and billing programs were ranked by customers as being the best in the nation, according to the nationwide Utility Trusted Brand & Customer Engagement study conducted by Market Strategies International. The study, which drew on responses from 40,000 residential customers nationwide, gave FPL high marks for the design and features of its programs and for delivering products that fit customer needs. The comprehensive customer relationship benchmark study ranks the 125 largest U.S. electric and gas utility companies (based on residential customer counts). FPL was ranked the top performer on overall product experience of more than 50 offerings across billing, payment, pricing, consumption management, electronic access and enhanced service support.
We continue striving to improve our customer service performance by designing programs to help us:
- Communicate Effectively
Addressing Language and Literacy Barriers - Anybody familiar with Florida knows the incredible diversity of FPL's 35-county service area, which extends from near the Georgia/Florida line, down through the Space Coast, into the urban areas of Broward County, the bustling neighborhoods of South Beach, and up the southwest coast to breathtaking vacation spots on Florida's Gulf beaches. At FPL, many of our informational brochures and customer letters that pertain to safety, efficiency, savings, payment options and hurricane information are available to customers in both English and Spanish. Additionally, 40 percent of our Customer Care Center staff is bilingual, speaking English and Spanish, and some can handle inquiries from our Creole-speaking customers. Job aids written in Spanish assist our bilingual agents. Our Care Center's Interactive Voice Response Unit provides account information to customers in both English and Spanish. For the hearing impaired, FPL uses the 711-relay system.
Online Shopping Via eConnect - At FPL, eConnect provides our online customers with access to the same great product and service options that are offered to customers who use the FPL Call Center. It simplifies a customer's move or transfer experience by offering a seamless online solution that saves time and money and allows for one-stop-shopping. Customers can now compare offers from companies that provide service for cable and satellite television, Internet, telephone, and home security, among other things.
Executive Contacts to Key Business Customers - Several years ago, FPL created an Executive Contact Program where senior executives are matched up with key customer accounts in our service territory. For instance, Marlene Santos, FPL vice president of customer service, meets regularly with Miami Children's Hospital, a major pediatric specialty hospital in Florida. Rob Gould, vice president of marketing & communication and a military veteran, has responsibility for meeting with Homestead Air Force Base, south of Miami. These relationships and others forged by our executives have helped to evolve FPL's role beyond that of solely a utility provider to that of a full partner in serving our communities.
FPL Power Panel - - Using the latest in web-based, video and live chat technologies, as well as more traditional surveys, the FPL Power Panel helps us understand our customers better - quickly and cost effectively - so that we can meet their ongoing needs on a range of issues. Recruited from FPL's customer database, our approximately 4,900 residential and 1,000 business panelists have helped us shape our decision making on energy conservation, automatic bill payment, social media usage during storms, and online customer support.
Spotlight: Connecting With Our Customers
Digital Communications − Recognizing that customer-focused digital offerings are vital to the success of an organization, FPL has developed a long-term strategy to improve customers’ online experience. As the third-largest electric utility in the U.S., serving approximately 4.8 million customer accounts across nearly half of Florida, FPL is intensely focused on delivering energy safely and reliably. At the same time, we also must ensure we meet the new and evolving expectations of customers. Today, a limited level of engagement with customers is simply not enough. Customers are looking for a robust, two-way dialogue − not only where it concerns storm-related power outages, but to help them become more energy efficient and save money on their monthly energy bills. As technology offerings change, FPL is employing a more customer-centric, proactive approach to communication and outreach.
FPL.com – https://www.fpl.com/ − In 2015, FPL improved FPL.com to make the online experience simpler, easier and faster. Customers can find what they want via a computer, tablet or smartphone. They can use myFPL Account to easily view account and bill information, energy use and more – all in one spot. The company has also improved the login process so customers can register faster. This is just the beginning of more improvements. The company continues to explore opportunities to expand online offerings in the future.
Energy Dashboard – https://www.fpl.com/energydashboard – With new technology from smart meters installed on customers’ homes and businesses, FPL has given customers the tools to better manage electricity use. Through a personalized energy dashboard, customers can view their energy usage and learn about new ways to save energy and money.
Online Outage Map and Outage Reporting – Accessible via mobile devices, smart phones and tablets, FPL's PowerTracker is an interactive tool for customers and others that show power outages in real-time by geographic region, and the degree of severity of those outages based on the number of persons impacted. Customers can report electrical outages as well as track restoration progress. Outage information, map and reporting option can be found through a centralized Storm Center page.
Social Media – FPL is using social networks to talk about energy: how it works, how to save it, how its future is changing and how it impacts customers. FPL engages with our customers via:
- Track Our Performance and Identify Improvement Opportunities
Customer Account Satisfaction Tracking (CAST) – The CAST system is a process and system we use at FPL to capture and track both customer dissatisfaction and commendations. CAST can provide us with information on a daily, weekly and monthly basis, so results can be analyzed relative to outside events such as storms, or company improvements to customer communications.
Monthly Pulse Surveys – At FPL, we also conduct a monthly, confidential "pulse survey" of both our customers and our employees. The questions asked and the answers received help us evaluate the effectiveness of certain programs or offers and contribute to a culture of continuous improvement.