While NYSEG bills continue to soar and customers complain about skyrocketing utility costs this winter, company officials are praising customer service performance as part of NYSEG’s broader commitment to improving the overall experience for residents and businesses.
State regulators set performance metrics for customer service that include the percentage of calls answered in 30 seconds or less, overall customer satisfaction, complaints per 100,000 customers, and number of estimated bills. Last year, NYSEG answered some 6.5 million calls and issued more than 17 million bills.
On Friday, NYSEG officials reported in 2025, NYSEG customer service representatives answered 77 percent of calls in 30 seconds or less and had the fewest number of complaints since 2021, with 0.91 complaints per 100,000 customers.
Christine Alexander, vice president of customer service for NYSEG noted: “Our goal is to provide state of the art assistance to our customers. The improvements that we’ve made over the last year reflect our collective effort to invest in not only modern technology and processes but a talented workforce. Our success is thanks to the people within the organization who treat every customer as if they were a member of their own family.”
Despite the self kudos issued by NYSEG officials, consumers remain upset with the high cost of electricity this winter.
“They can praise themselves all they want. All I know is that my electric bill has tripled since December and I haven’t touched my thermostat” said Barry Malstrom from Lake Carmel.
Paul Yorkis of Mahopac agreed: “I realize it is cold and with winter comes high energy costs but a $750 electric bill for a 2900 square foot home is simply ridiculous.”
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