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Customer Communication

08

Building trust and brand awareness

As a young organization, Enova’s communications efforts in 2023 focused on brand awareness and building trust with our customers.

Enova’s website had almost 900,000 page views in 2023. Digital and print advertising campaigns and social media posts were used to drive traffic to our website. In an age where misinformation can be a real concern, the communications team has made a concerted effort to ensure that customers can rely on the website for self-service tools and information sources.

271,126

website visitors.

Followers on Enova’s corporate social media accounts  grew steadily in 2023, almost doubling in in number from 2022 thanks to continued, two-way communication with customers.

96.9%

increase in followers across all social media channels.

Enova regularly posts to X, Facebook, and Instagram accounts. Corporate messages are also shared through our LinkedIn channel and video content is shared on YouTube.

928

social posts from Enova’s social media channels.

Proactive, valuable communication to our customers is key to building trust. Enova sent 13 quarterly eBlasts to residential, small business, and commercial/large use customers, reaching 338,881 inboxes and featuring relevant information on electrical safety, energy efficiency, rates, and online tools.

54%

of customers read the Quarterly Customer eBlasts.

Timely, proactive communication through quarterly customer eBlasts, social media posts, print and digital advertising and bill inserts kept our customers informed of important corporate information, safety tips, rate changes and outages throughout the year.

In October, Enova and neighbouring utility GrandBridge Energy were delighted to host the Honourable Todd Smith, Minister of Energy, and Kitchener South-Hespeler MPP Jess Dixon at the Cambridge Chamber of Commerce for the launch of the Green Button Initiative in Waterloo Region. Green Button allows residents and businesses to access their energy data and work with Green Button applications to track and control their energy use and save money on their monthly bills.

In October, Enova and neighbouring utility GrandBridge Energy were delighted to host the Honourable Todd Smith, Minister of Energy, and Kitchener South-Hespeler MPP Jess Dixon at the Cambridge Chamber of Commerce for the launch of the Green Button Initiative in Waterloo Region.

Fault Location, Isolation and Service Restoration Project (FLISR)

FLISR allows SCADA-controllable devices to automatically activate when a fault is detected. This activation automatically reroutes power to restore as many customers as quickly as possible after an outage. Later this year, the system will also monitor the network for sudden loss of voltage and attempt to isolate the cause and reroute power to as many customers affected as possible.

For more information on FLISR and its impact on reducing outage minutes across Enova’s service territory, visit enovapower.com/innovation.