In the 1970s, Hydro-Québec adopted a customer focus and launched a TV commercial with the slogan “On est 12 012 pour assurer votre confort” (“We are 12,012 working for your comfort”) to show that the customer was central to the utility’s operations. This commercial was a change in direction, since previous campaigns had focused on the advantages of electricity and on the technological advances made by Hydro-Québec.
A customer service employee, circa 1955.
Cartoon from Hydro-Québec’s employee newsletter, 1970.
Hydro-Québec switchboard operators, 1980.
Offices of the “Customer Relations” department on the ground floor of Hydro-Québec’s headquarters in the 1960s. These offices are now used by Hydro-Québec’s customer services department.
The following year, the company provided all customers on the Island of Montréal with a single telephone number to call—another example of a forward-looking concern for improving the customer experience.
The history of customer service at Hydro-Québec (in French only)