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May 22, 2013 /PRNewswire/ -- CS Week recently recognized PSE&G for its use of social media in communicating with customers. The educational conference gave the
New Jersey utility an award for "Innovation in Customer Service" for its use of Twitter during Superstorm Sandy- an effort that culminated in the company having more followers than any other utility in
the United States.
JD Power and Associates also identified PSE&G's use of Twitter during Sandy as a best practice, citing in a recent report the utility's "industry-leading communications success" and writing "PSE&G worked harder than other impacted utilities to get its message out to consumers...PSE&G responded to its customers and other stakeholders and maintained a constant flow of information about power restoration progress."
A partnership between the energy company's Customer Solutions and Corporate Communications departments, honed during a social media pilot program at the beginning of 2012, proved invaluable when Sandy hit later that year. That historic storm, and the nor'easter that followed, brought unprecedented damage and challenges to the mid-Atlantic region, impacting electric service to 1.9 million PSE&G customers and damaging gas lines and meters.
"PSE&G's use of Twitter during Hurricane Sandy became a differentiator for the utility when it decided that 2-way communication with customers during the storm was more important than the risk of negative feedback," said
Rod Like, CEO of CS Week. "Their customers showed that they will reward the utility if they feel engaged."
"While many utilities are using social media, very few are using it to talk with customers the way we are. The level of support and engagement we provided our customers during Sandy was unique within our industry," said
Joe Forline, PSE&G's vice president for customer solutions. "I am particularly proud of the speed and flexibility with which we ramped up, our ability to adapt to the magnitude of the situation, the volume of interactions we handled and the intense and sustained nature of our efforts."
PSE&G's operations and communications personnel worked hand-in-hand, staffing the company's Twitter channels fifteen hours a day for two and a half weeks. A team of twenty-two people sent more than 9,000 messages over seventeen days and the company's Twitter community grew by almost 47,000 followers by the time the event was over.