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News Article

Piedmont's “Voice of the Customer” Program Wins Excellence Award Date Posted: 10/29/2012
Piedmont among inaugural Mojo Award honorees

Piedmont Natural Gas is pleased to announce its “Voice of the Customer” program was named a winner of inContact’s inaugural Mojo Award during inContact’s 2012 User Conference in October. The Mojo Award celebrates excellence in customers’ organizations and recognizes companies who strive to provide exceptional experiences even in the face of the changing customer landscape.

"Because we are the trusted natural gas provider for more than 1 million customers in North Carolina, South Carolina and Tennessee, I believe it is our responsibility to deliver outstanding customer service," said Jim McNutt, Customer Service Operations Manager. "We are constantly working to improve our customer service and make it easier for our customers to do business with us."

Piedmont Natural Gas customers who call and speak to a Customer Service Representative are asked to complete an optional post-call survey. As part of its Voice of the Customer program, Piedmont’s Customer Service team reviews each survey completed on a daily basis and reaches out to every customer who participated to thank them for their feedback. These calls also confirm the customer’s issue was resolved and that they are satisfied with their natural gas service.

Responses to the feedback survey and follow-up communications also are used as a way to provide training and recognition for Piedmont’s Customer Service Representatives, further enhancing Piedmont’s culture of accountability.

"At Piedmont, customer service is one of our top priorities," said McNutt. "We take these extra steps not because it is what is easy for us, but because we're thinking about what will make things easier for our customers. We do what’s right for the customer because it’s the right thing to do."
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