To meet rapidly changing customer expectations, EEI member companies are moving forward to reimage residential customer service and to provide new energy solutions. By investing in advanced digital platforms, deploying smart home energy management applications and online energy marketplaces, and enabling more self-service functions, EEI member companies are creating a more seamless experience for their residential customers. 

EEI, in collaboration with member companies, developed a residential customer experience template that identifies standard levels of service, transitional levels of service, and leading levels of service in four key residential customer focus areas:

• Bill management/payment solutions
• Customer service personalization/service options
• Customer solutions
• Customer-centric culture

Each of these four focus areas is further divided into sub-areas and the three levels of service are defined. For more information on the customer experience template, please contact Adam Cooper at acooper@eei.org

EEI Customer Centricity/Residential Customer Experience Template(Open external link) (Members Only)

LIHEAP: Working to Keep Energy Affordable

Millions of American families struggle to afford basic necessities. For these families, the Low Income Home Energy Assistance Program (LIHEAP) is a vital source of aid, helping them pay their energy bills and avoid having to choose between energy and other essentials, like food or medicine. Access to affordable energy is a matter of health and safety. Each year, electric companies contribute millions of dollars to energy assistance programs for vulnerable customers and provide access to home weatherization programs, but the need for LIHEAP remains critical nationwide. EEI and the National Energy & Utility Affordability Coalition (NEUAC) work together to advocate for LIHEAP funding.