We’re proud to say that our proactive outage alerts, introduced last year to better inform customers and improve service, have been honored in a major industry awards competition.
POWERGRID International magazine chose our outage alerts as its Customer Engagement Project of the Year. We received the award Monday night (2/8) at the magazine’s annual DistribuTECH conference, the electric industry’s largest transmission and distribution conference in North America. The awards are open to utilities from across North America.
“Our proactive outage alerts have received a strong positive response from customers, and we appreciate this industry recognition as well,” said Christopher Cardenas, Customer Services vice president. “We continue to look for ways to improve our service, keep customers informed, and make doing business with PPL as convenient as possible.”
Last April, we began proactively sending the alerts to residential customers whenever they have a power outage, to keep them up to date. The alerts tell you the scope of your outage, and provide estimated restoration times and repair updates when available. You’ll also receive an alert after the outage ends.
We’re also proud to say that customers have found the updates useful. Customer survey data indicates that nearly 8 in 10 customers are satisfied with the outage alerts, and roughly half say the alerts improved their opinion of PPL.
You can choose to receive the outage alerts via email, text message, phone or a combination. You can also set “quiet hours” when you do not want to receive alerts, and can opt out of the program if desired. Alert preferences can be set and managed at pplelectric.com/alerts.
In related efforts to better serve you, we also revamped and improved our online outage map, as another way to share information on repair progress and restoration estimates.
While we’re working harder to share outage information, we’re also significantly reducing the number of outages. System improvements such as tree trimming, installing smart grid technology, and upgrading poles and wires prevented about 410,000 outages last year. The average customer is experiencing 30 percent fewer outages than in 2007, and we’re aiming for a further 15 percent improvement in the coming years.