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Delivering exceptional customer care
Post-Merger Integration
Growth & Innovation
Empowering Communities
Grid Resiliency
Customer satisfaction is at the core of everything we do. We provide exceptional customer care and create a positive customer experience at every opportunity.
73,588
The number of eBilling customers grew by a whopping 20% in 2024, driven by two charity eBilling campaigns and a postal disruption in late 2024. Thanks to the customers who registered for eBilling during our charity campaigns, we were able to donate $16,250 in support of the Humane Society of Kitchener Waterloo & Stratford Perth, The Food Bank of Waterloo Region, and oneROOF Youth Services.
customers on eBilling
82,522
Phone calls to our offices decreased for the second consecutive year as customers turned to Enova’s more convenient, customer-friendly account management tools for most of their account management . This decrease allowed our customer care agents to take more time with customers with more intensive, in-depth enquiries without affecting our percentage of calls answered within 30 seconds or less, which at 75% remains well above the OEB standard of 65%. Our customer-friendly online forms cut customer emails by 10% as customers could find the information they were looking for without instruction or support from our Customer Care team.
phone calls received
We know our customers are busy, so we have a suite of online tools available to make it convenient for our customers to manage their accounts online without the need to contact our customer care team.
Close to 122,000 customers have discovered the ease of managing their accounts through My Account, which provides them with 24/7 access to their Enova accounts including consumption data, payments, and current and past bills.
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More than 23,000 customers used our online forms to update their accounts.
eBilling sign-ups increased by an astounding 20%, fueled in part by two eBilling campaigns and a month-long Canada Post service disruption in November and December. The influx of customer sign-ups will result in an additional than $184,000 in annual savings moving forward thanks to reduced printing and postage expenses.
The Canada Post service disruption caused some concern for customers, and calls to our call centre exploded in December, with our call centre fielding 6,000 calls above average that month alone. Despite the increase, our team handled the calls with their customary professionalism and skill, exceeding the Ontario Energy Board’s Service Quality Indicator for calls answered within 30 seconds by 10%.
Our industry-leading customer care and billing team continues to set the standard for excellence and issued 1.97 million bills with an exceptional billing accuracy rate of 99.97%. This level of precision and efficiency underscore their unwavering commitment to quality, and we congratulate them on this outstanding achievement.
We are committed to enhancing the customer experience through technology and continue to explore tools to make it easier for customers to connect with us.
121,728
Registration for My Account, our online portal, jumped by 18% in 2024 as customers looked for ways to stay on top of their account and manage their energy consumption.
customers registered for My Account
23,679
Our team processed more than 23,000 web forms in 2024, an increase of more than 38% as customers took advantage of our easy-to-use online tools to manage their accounts quickly and efficiently.