TOLEDO, Ohio, July 12, 2021 /PRNewswire/ -- Toledo Edison, a
FirstEnergy Corp. (NYSE: FE) electric company, has been recognized
by residential customers as a trusted and top performing utility in
customer satisfaction during the COVID-19 pandemic, according to a
recent study evaluating the performance of electric, natural gas
and combination utilities across the country.
Escalent, a consumer research firm, named Toledo Edison to its
2021 Most Trusted Utility Brands list within the Cogent Syndicated
Utility Trusted Brand & Customer Engagement™: Residential
study, which is based on a nationwide survey of more than 76,000
residential customers of the 140 largest U.S. utility companies.
Survey feedback is used to determine a Brand Trust Index score that
rates customer focus, community support, communications
effectiveness, reliability, environmental dedication and company
reputation.
Customer trust in utility companies spiked to the highest score
ever on Escalent's utility Brand Trust Index – 706 on a 1,000-point
scale. Toledo Edison earned a score of 713 and was recognized among
the top 38 most trusted utilities.
"Our team's commitment to customers extends far beyond the
delivery of safe and reliable electricity, and it's an honor to be
recognized by Escalent after what has been a challenging year for
everyone," said Rich Sweeney,
regional president of Toledo Edison. "We were glad to be able to
help our customers get back on their feet by temporarily suspending
service shutoffs, offering additional financial assistance programs
and supporting community organizations that help those impacted by
the pandemic, all while delivering the power our customers depended
on more than ever as they worked and learned from home."
The study found that utilities that focused on communications
about customer programs, community partnerships during the pandemic
and environmental efforts saw the highest increase in customer
satisfaction and trust last year. Utilities that offer digital
options, like an online account portal and customer support on
social media, were rated more favorably by customers.
"Starting active conversations with customers on how their
utility can partner with and support them throughout the challenges
faced this past year has strongly positioned utilities as trusted
energy advisers and great corporate citizens," said Chris Oberle, senior vice president at Escalent.
"The most trusted utility brands include utilities that are making
a positive impact on their customers, communities and
financials."
From the start of the pandemic, FirstEnergy and its electric
companies continued to deliver uninterrupted service to customers
while prioritizing the health and safety of customers and employees
by implementing safety protocols for field crews, utilizing
personal protective equipment and following social distancing
guidelines. Customer service teams continued to handle customer
inquiries from remote workstations.
The FirstEnergy Foundation also infused $2 million into the communities served by its 10
electric companies to provide timely assistance to
families and organizations impacted by the pandemic. In 2020, the
Foundation accelerated approximately $1.5
million in matching contributions to 116 United Way agencies
throughout the company's six-state territory to help support vital
health and human services organizations during the pandemic.
Additionally, the FirstEnergy Foundation donated $500,000 to 42 local food banks and hunger
centers in Ohio, Pennsylvania, New
Jersey, West Virginia and
Maryland, which included
$25,000 for the Toledo Northwest Ohio
Foodbank.
Beyond the support the company provided throughout the pandemic,
Toledo Edison offers the following resources, services and programs
year round:
- Online Account Management – The company is committed to
making it simple for customers to manage their monthly bill and
view payment history and energy usage in one place at
www.toledoedison.com. With the online portal, customers can start,
stop and transfer service, and sign up to receive electronic
bills.
- Bill Assistance Programs – Customers can explore a wide
variety of options to maintain their electric service during
financial hardship, including manageable payment arrangements and
needs-based assistance programs. We encourage them to visit
www.firstenergycorp.com/billassist or contact 1-800-447-3333 for
more information on these programs.
- 24/7 Power Center – Toledo Edison customers can visit
www.firstenergycorp.com/outages to view an outage map for
around-the-clock service restoration updates. Customers can also
report outages and other power issues from this website or view
important information on staying safe through a power outage.
- Social Media Support – Through Toledo Edison's Facebook
and Twitter accounts, customers can learn more about how the
company operates, view timely updates during severe weather, engage
with a customer service representative and receive a variety of
energy-related tips to stay safe and comfortable in all types of
weather.
- Energy Efficiency Programs – Toledo Edison offers a
variety of resources to help customers make their homes and
businesses more energy efficient, while keeping them comfortable,
which can be found at www.energysaveOhio.com.
Toledo Edison serves more than 300,000 customers in northwest
Ohio. Follow Toledo Edison on
Twitter @ToledoEdison or on Facebook
at www.facebook.com/ToledoEdison.
FirstEnergy is dedicated to integrity, safety, reliability and
operational excellence. Its 10 electric distribution companies form
one of the nation's largest investor-owned electric systems,
serving customers in Ohio,
Pennsylvania, New Jersey, West
Virginia, Maryland and New
York. The company's transmission subsidiaries operate
approximately 24,000 miles of transmission lines that connect the
Midwest and Mid-Atlantic regions. Follow FirstEnergy on
Twitter @FirstEnergyCorp or online
at www.firstenergycorp.com.
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SOURCE FirstEnergy Corp.