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.

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