04
Enhancing the customer experience
We know our customers want a fast, easy, and positive customer experience. Expanding access to our online tools, self-serve options, and making it easier for our customers to reach us were key priorities in 2023.
The number of calls to our call centre decreased thanks to our improved online tools, including the introduction of an online contact form. More than 69 per cent of calls were answered within 30 seconds or less, surpassing the OEB’s standard of 65 per cent. Our customer care team also answered more than 11,000 customer emails in 2023.
102,612
phone calls received
The number of eBilling customers increased by 6,268, driven in part by two charity eBilling campaigns. Thanks to the more than 61,000 customers who have signed up for eBilling, we are saving the equivalent of six trees worth of paper each month.
61,123
eBilling customers
Our billing teams issued almost 2 million bills in 2023. Despite the large number of bills issued, billing accuracy improved to 99.97 per cent from 99.95 in 2022.
1,959,961
bills issued
My Account usage increased throughout 2023 as customers explored the benefits of online account management and the online portal’s cost comparison tools.
102,946
My Account users
Our team seamlessly implemented two rate changes, as well as Green Button and the Ultra-Low Overnight Rate pricing plan to customers in the midst of ongoing integration work.
2
rate changes and new initiatives implemented.
We made key changes to streamline the registration process for our online portal, My Account, which helped increase in customers using the portal as well as registrations for eBilling. We also introduced an online customer contact form to streamline customer requests and make it faster and simpler to provide customers with the information they need.
Our sterling customer care efforts were evident as both Enova offices surpassed the Ontario Energy Board’s (OEB) Service Quality Indicators for billing accuracy, customer satisfaction and calls answered on time in 2023. Customer care will continue to improve and streamline with the consolidation of Enova’s Customer Information System in 2025.
