Niagara Peninsula Energy Inc. (NPEI) is proud to announce the success of its Customer Info Guide. After moving customer service entirely online, NPEI developed a document for customers to fill the gap that in-person service used to provide.
In 2022, after closing its doors to walk-in customers during the COVID-19 pandemic, NPEI decided to make this change permanent. Its priority during this time was ensuring that the transition to fully remote service was as smooth as possible.
The development process was long and thorough. Management staff from all departments began by discussing what topics and services needed to be included in the Guide. Afterwards, staff checked their website analytics to find the pages customers visited most often. The Customer Service department was then involved, providing information about the most frequent topics they received calls about. All this information was then collected and organized into a digital booklet. The Guide is available on the NPEI website and is linked to in all NPEI employee email signatures, eBill notifications, and welcome emails to new customers. A survey is included on the last page of the Guide, giving customers an easy way to provide feedback to NPEI and propose changes for later editions.
The Guide was helpful for customers, and it was accessed over 1,000 times in its first year. NPEI plans to expand on it in the future, adding information specific to large commercial customers and integrating feedback as they receive it.
For more information and to access the Guide, click here: https://www.npei.ca/customer-service/customer-info-guide.