MONTRÉAL, Feb. 21, 2017 /CNW Telbec/ - In keeping with its commitments to transparency and proactive communication, Hydro-Québec has released the results of customer surveys carried out in 2016. The results demonstrate a marked improvement in customer satisfaction, with the proportion of customers saying they were fairly satisfied or very satisfied rising from 82% in 2015 to 91% in 2016.
"These results show how important improving our customer service is to us. We're proud of our progress, but we also believe that we can still do even better. So we'll be continuing to focus on customers over this next year," said David Murray, President of Hydro-Québec Distribution.
Hydro-Québec has taken many steps to achieve its goal of becoming a benchmark in customer service:
The new services have had a number of impacts, most notably bringing the average call wait time for customer services down by 118 seconds, from 205 seconds in 2015 to 87 seconds in 2016.
The following survey results are available (in French only):
The company is committed to transparency, while at the same time respecting these guidelines concerning the release of information:
- Respect applicable laws and regulations
- Honor our business commitments
- Respond to requests for information that represent a reasonable workload
For further information: Marc-Antoine Pouliot, 514-289-5005