ComEd Adds Videos to Reliability Reports to Communicate about Grid Reliability
Because customers are often unaware of their own service reliability, ComEd developed the Personalized Reliability Report (PRR) in 2019 to educate residential and small business customers about their personal outages and reliability performance and help improve customer satisfaction. In 2022, in addition to sending the PRRs with March bills, ComEd enhanced the report by partnering with Apogee Interactive to introduce a Personalized Reliability Report Video to eligible residential customers via email. After watching the video, customers indicated they had increased understanding and a more favorable impression of ComEd. Attend this session to learn how ComEd used personalized videos to communicate electric grid reliability.
Wendy Hines, Senior Business Analyst, ComEd
Wendy Hines is a Senior Business Analyst with over 12 years of experience at ComEd, An Exelon Company that provides electric service to more than 4 million customers across northern Illinois. Wendy specializes in Customer Experience and is responsible for identifying customer needs, researching effective solutions to streamline internal processes, and developing, managing, and implementing key projects and initiatives in order to provide a world class customer experience. Wendy is inspired by her two daughters. In her spare time, Wendy likes to read, entertain guests, and spend time with family.