Customer satisfaction—a top priority for Hydro-Québec—has been assessed since 1992 through surveys that inform the company of customers’ expectations and degree of satisfaction. In compliance with the Act respecting the Régie de l’énergie, a complaints mechanism is in place to enable customers who feel they have been wronged to express their dissatisfaction.

Call wait time is a key aspect of service quality for residential and business customers. In 2016, the average call wait time was 87 seconds significantly lower than in 2015 (205 seconds). This improvement is due to the extension of our service hours and our enhanced online self-service options.

Activities in 2016

  • Our overall customer satisfaction rate was 8.1 on a scale of 10 (target of 7.6).
  • The number of complaints received has decreased by 33%. This is due to improved customer service and a proactive approach to communication as well as to the effect of warmer temperatures during winter 2015–2016.
  • Service hours were extended, with service now available from 8 a.m. to 8:30 p.m. on weekdays and from 9 a.m. to 5 p.m. on weekends.
  • Marking a first, customer relations centres were open on July 1 from 9 a.m. to 5 p.m. This holiday is traditionally moving day in Québec. On that day, representatives fielded 3,758 calls.

Customer complaints and claims

This table illustrates how the number of complaints fell from 5,538 in 2013 to 3,836 in 2016. During the same period, the number of claims fell from 3,979 to 3,681. Claims appeals to the Régie de l’énergie likewise decreased, going from 184 in 2015 to 135 in 2016.