ROCHESTER, N.Y. — For the third year in a row, RG&E and NYSEG have failed to meet the “customer satisfaction” benchmarks set by state regulators.
Workers from the NYS Department of Public Service are tasked with tracking utility performance, they presented their 2025 findings to the Public Service Commission on Thursday.
“Customers pay bills…they expect a certain level of customer service, the standards that are set are based on what the customers are paying,” Kayla Whitaker, a utility analyst with NYS DPS reported to the Commission.
While RG&E and NYSEG met the promised standards for complaint rates, call center responsiveness, and estimated billing performance, both utilities failed to meet the “Customer Satisfaction Survey” metric.
“NYSEG and RG&E have filed a petition with the commission stating that their failures for the customer satisfaction survey can be attributed to external influences such as economic conditions, storm severity and post covid recovery,” Whitaker said. “The companies have also stated supply costs have led to further customer dissatisfaction and that energy utilities are scored lower in surveys than luxury or discretionary services,” she added.
The state tracks this data every year. “NYSEG and RG&E failed these metrics in 2023 and 2024 as well which will trigger the company’s doubling provision,” Whitaker explained.
That means the penalties are worse. NYSEG will get hit with more than a $13 million reduction in revenue and RG&E will lose $8 million.
A PSC Commissioner asked DPS staff to explain how that would impact ratepayers, “it’s reducing the revenue that the company can earn, with the benefit flowing to the customer so, to your last question, it is absolutely not the ratepayers paying the penalty, the fine or the consequence,” staff said.
Negative revenue adjustments are normally handled/considered when a rate case is under review by the NYS PSC. Both RG&E and NYSEG are currently in negotiations for long-term rate plans, both have asked for major increases from ratepayers. Recently, the utilities and state regulators agreed to a temporary rate increase while the larger plan remains under consideration.
In a statement to News10NBC, a spokesperson for RG&E/NYSEG says, “NYSEG and RG&E exceeded several key customer service benchmarks in 2025, including complaint rates, call center responsiveness, and estimated billing performance, demonstrating meaningful progress in areas that directly impact customers. While we did not achieve the customer satisfaction target established by the PSC for 2025, those scores continue to improve year over year at both companies and have reached their highest levels in recent years. Lasting operational improvements do not happen overnight, and meaningful change requires sustained effort over time. The continued improvement in customer satisfaction and strong results across several other PSC metrics show that the actions we have taken are producing positive results. We remain committed to maintaining that momentum and delivering further improvements for our customers.”
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