New York State Electric & Gas and Rochester Gas and Electric say they continued to improve customer service performance in 2025, pointing to faster call response times, higher satisfaction levels, and fewer customer complaints.
NYSEG reported that 77 percent of customer calls were answered within 30 seconds last year, while RG&E reached 78 percent within that same window. Both utilities posted record-low complaint rates, with NYSEG logging 0.91 complaints per 100,000 customers and RG&E reporting 0.81 complaints per 100,000 customers. Estimated bills affected about one percent of NYSEG customers and two percent of RG&E customers. Overall customer satisfaction for both companies stood at roughly 84 percent.
“Our goal is to provide state-of-the-art assistance to our customers,” said Christine Alexander, vice president of customer service for NYSEG and RG&E. “The improvements we’ve made reflect our investment in technology, processes, and a talented workforce dedicated to treating every customer like family.”
The companies say digital tools remain a key focus. More than 350,000 customers used the Energy Manager platform in 2025 to monitor and better understand their energy usage. NYSEG and RG&E also rolled out a new “bill compare” feature, which allows residential customers to review multiple bills in a single view.
Looking ahead, the utilities are proposing nearly $1 billion in investments over the next five years to enhance call centers, billing systems, and digital tools, including upgrades for customers using the app and website.
Have all the Finger Lakes news from Finger Lakes News Radio delivered to your email every morning for FREE! Sign up by clicking here
