Entergy recognized as an industry leader committed to customer service
New Orleans, La. – Out of 100
utilities surveyed, residential customers ranked Entergy’s website No. 1 in the
South and No. 3 in the country for offering a positive online experience.
The results were announced recently
in the “E Source Review of 100 North American Electric and Gas Company Websites:
2011.” E Source’s review is the leading benchmarking study for utility websites
that bases rankings on customer website use and feedback.
“We’re flattered by the E Source
review and believe it confirms how hard we’ve been working with customers to
improve their online experience with Entergy,” said John LaVanway, Entergy’s
manager of mass market accounts. “We’ve designed our website with customers in
mind, and many improvements are driven directly by their input. It’s a team
effort involving employees across the company working together to enhance our
Between December 2010 and April 2011,
a team of residential customers accessed and used the top 29 Web and mobile
features identified by E Source market research as the features residential
customers most want to see on their utilities’ websites. This year, websites
were tested using mobile devices as well as desktop computers.
Customers who participated in the
review gave Entergy’s website high marks for several “cool tools.” Examples
Level Billing, which gives
customers more control over monthly energy costs,
PaperFREE billing, an option that
helps the environment, and
ENSight, a suite of online tools
to help customers increase energy efficiency and save money.
In the last few years, Entergy has
steadily upgraded its website with features that enable customers to manage
their accounts and receive updates via computers and mobile devices. Using My
Account Online and My Account Anywhere, customers can pay bills and view their
billing history, sign up for convenient payment options, analyze energy use,
view outages, learn energy-saving tips, initiate service and more.
“We’re very happy that more customers
are embracing Entergy’s website,” Lavanway said. “Customers have given us high
ratings for usability and ease of navigation, and surveys have shown a high
adoption rate for our Web services when compared to other utilities. Our plan is
to continue working with customers to improve their online experience with
Entergy New Orleans, Inc. is an
electric and gas utility serving Orleans Parish and is a subsidiary of Entergy
Corporation. The company provides electricity to more than 160,000 customers and
natural gas to more than 100,000 customers in Orleans Parish.