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Dominion Energy SC recognized as easy utility company to deal with by Escalent

Cayce, SC (04/14/2022) - Cayce based Dominion Energy South Carolina has been recognized as one of the easiest utilities to transact business with, according to Escalent, a top human behavior and analytics advisory firm. Dominion Energy is one of 35 utilities scoring high marks in customer effort.

Escalent completed 79,223 surveys among residential electric, natural gas and combination utilities customers of the 140 largest US utilities based on residential customer counts. The study shows customers have higher satisfaction when utilities offer proactive information on outages, high bill alerts or bill ready alerts.

“High customer satisfaction comes down to awareness and use of offerings that make a customer’s life easier. And digital service options provide the easiest experiences for utility customers. However, many utility customers are just not aware of these offerings,” said Chris Oberle, senior vice president at Escalent. “Anticipating customer service needs and offering solutions before customers initiate contact is the new bar for top-performing utilities. Proactive and self-service options provide the greatest opportunities for exceeding customer expectations.”

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Dominion Energy offers a variety of ways for customers to stay connected, including the Dominion Energy mobile app. The app is a convenient, secure and easy-to-use interface where customers can report outages, pay their bills, make payment arrangements and monitor their energy usage. More than 300,000 South Carolina customers have downloaded the app since 2020.

“With more than 1 million electric and natural gas customers across our service territory, we’re committed to providing a relatively effortless customer experience,” said Sam Dozier, general manager of customer service for Dominion Energy South Carolina. “Connecting with us should be as easy as flipping a switch, and increased awareness of our automated and self-service options has helped us to meet or exceed expectations in a number of key categories.”

Stay connected with Dominion Energy, by visiting or downloading the app.


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