Power outages can occur at any time for any reason, whether due to severe weather, equipment failure or even animal obstruction. Your customers look to your utility for outage updates. That’s why proactive emergency communications are key.

In Questline Digital’s webinar, “Proactively Engage Customers with Emergency Communications,” Vonetta Burrell, Manager of Corporate Communications at Belize Electricity Limited (BEL), and John Bord, Manager of Customer Experience at Tucson Electric Power (TEP), share how to prepare customers before, during and after severe weather events with emergency communication strategies.

Different Customers, Different Emergency Communications Channels

Every customer is unique, as is the utility that serves them. For Belize Electricity Limited, Belize is considered both a Central American and Caribbean nation, with a population of over 400,000. BEL serves 170,000 customers of varying cultures. Burrell says, “This is important to know because what might work for one customer may not work for another.”

Burrell explains that in urban areas of Belize, they tend to like social media updates from the utility. In other areas, radio is the best form of communication because customers may not have consistent internet. For others, direct SMS communication is most effective.

“These are things we consider to ensure that we are reaching the right audience using channels that are preferred by them,” Burrell says.

BEL has a number of drivers that encourage proactive notifications, including their commitments to both regulators and customers. Additionally, they have set standards for the timeliness of the utility’s internal communications and customer notifications.

“We are required to make sure we are issuing notifications in a timely manner, whether these are planned or unplanned or emergency scenarios,” Burrell says. “As a company, we also have implemented our internal standards to make sure we are holding ourselves at an even higher level in terms of timeliness of communication.”

Typically, BEL strives to inform customers at least two business days ahead of planned outages and within 15 minutes of unplanned outages, events or emergencies. The utility primarily uses SMS for initial contact with customers, but they also share updates on the mobile app, website and even a Facebook group. This group allows customers to have two-way communications with the utility.

“It’s not always about what you want to tell your customers,” Burrell says. “They may have valuable information to share with you as well.”

Flow chart showing information flow for emergency communications plan

Engage with customers across channels

BEL considers its wide range of communication channels instrumental to engaging with customers. The utility utilizes a variety of platforms, including:

  • Social media
  • SMS
  • Mobile app
  • Direct calls
  • Website
  • Radio
  • Television
  • Newspaper
Example of emergency communications alert messages

Burrell encourages utilities to use social media as a two-way communication method.

“While you may be opening up yourself for more comments, more negativity, more criticism, it also helps you to understand your audience,” she says. “While it may seem like chatter or complaints, it’s actually helping to determine what do we need to address, what do we need to improve, what are the educational messages that we’re not doing enough of. Sometimes it gets sticky, sometimes it gets rough, but it’s better to have a response rather than leave comments unanswered.”

Apart from internal channels, Burrell stresses the importance of developing relationships with external stakeholders, such as the media or online influencers, well in advance of emergencies. She explained that people will listen to those they trust, which may not always be the utility itself. Having ambassadors share the utility’s message in a timely, accurate matter is imperative to connecting with customers.

Every Minute Counts for Effective Emergency Communications

For Tucson Electric Power, the utility knows the typical timing of its storm and outage seasons, making it possible for the utility to educate customers in advance. Bord says that their typical outages occur between June and September. June often sees extreme heat outages, while the other months see increased rain, lightning and wind outages.

Bord shared that TEP has learned from research that customers have three main outage questions:

  • What is the estimated time of restoration?
  • What is the cause?
  • Have work crews been dispatched?

According to TEP, following through with appropriate answers to these questions helps customers feel relieved and in-the-know. Additionally, TEP encourages sharing helpful information with customers, such as:

  • Number of customers impacted
  • Acknowledgment of lost power
  • What time the outage began
Example of emergency communications alert message from an energy utility

TEP uses its outage map to keep customers informed. Within the map, customers can click on various outage areas and immediately find out:

  • Start time
  • Status
  • Customers out of service
  • Customers restored
  • Cause
  • Estimated time of restoration
Example of emergency communications outage map

“We really want to keep our resources in front of the customers, remind them of the summer storm season and drive customers to the outage map to reduce calls to the contact center,” Bord says. Additionally, TEP deploys newsletters and sponsors local TV weather spots to share information.

Research shows customers only want one or two updates regarding the estimated time of restoration. “Satisfaction declines if you do three or four updates,” Bord says. “It creates uncertainty and stress.”

Example of reporting metrics showing performance of emergency communications strategy

TEP also attributes its emergency communication strategies to its customer journey mapping progress. “We conducted journey mapping to look at the current and future states of outages and residential versus business expectations,” Bord says. “Journey mapping really brought our cross-functional teams together to have more of an indication and wider lens of looking at an outage.”

This also led to producing more extensive pre-emergency planning and communications for customers. “If an outage were to happen, it’s almost like creating a strategic playbook,” Bord says. “Everybody knows what, when, where and how to address that situation.”

As TEP works to advance its pre-emergency planning, the utility is also working on more customer-friendly messaging. “Sometimes, putting some of our utility speak or terminology on an outage map doesn’t mean anything to the customer,” Bord explains. “Is there a better way to phrase an equipment failure and if it causes an outage, what’s the best way to communicate that?”

Positive Outcomes for Negative Events

Both Burrell and Bord emphasized that clear, consistent and proactive messaging is critical. “People have too many things on their mind in an emergency,” Burrell says. “You want to make sure that you are specific, clear, easy-to-understand and consistent.”

Even when outages arise, Burrell encourages humanizing the situation and reminding customers that real people are involved. This helps to not just share a blanketed response with customers, but to bring a human element as well.

“An outage is a negative event, but it’s also a great opportunity for a utility to shine,” Bord says, “to show our customers how great we perform when there’s an issue so that we can really move the needle on customer satisfaction.”

Questline Digital can help your energy utility prepare an effective emergency communications strategy.

For your energy utility, planned power outages are necessary for regular maintenance and reliability improvements. But for your customers, a planned outage — just like any other outage — is a disruption to their daily routine.

That’s why your energy utility needs the right communication strategy in place to prepare both residential and business customers for planned outages.

“Compared to unplanned outages, planned outage communications are more informative and less urgent,” says Nina Cummins, Account Director at Questline Digital. “These are calmer communications that address why a planned outage is scheduled, who it affects and the estimated time of restoration. This is information you often can’t provide amid an extreme weather event.”

What to Communicate Before and During a Planned Power Outage

According to Cummins, your utility should be reaching out to customers at least a couple of weeks before a planned outage to give them ample time to prepare. For instance, with enough notice, a coffee shop can inform customers about a change in business hours due to the outage.

Since customers appreciate transparency, your utility’s communications should clearly explain the reasons for the planned power outage. It’s also important to have an apologetic tone, acknowledging the inconvenience and disruption. For example, “We chose these times for our scheduled maintenance to ensure the least amount of disturbance to our customers.”

Your utility’s communications should always provide an estimated restoration time. However, you should be on the conservative side in case maintenance takes longer than expected. “When your utility restores power earlier than expected, C-SAT scores go up,” Cummins says. “This has a profound impact on customer satisfaction.”

Follow these tips when communicating a planned power outage:

  • Use an apologetic and understanding tone
  • Reach out to customers weeks in advance
  • Be transparent about the reason for the outage
  • Provide an estimated restoration time (be conservative!)

A Southeast energy utility’s planned outage communication clearly explains the reason for the maintenance (modernizing equipment in the service area), when customers will experience the outage (between 7 a.m. and 7 p.m. on May 17) and how customers can receive the latest information (by updating their contact information or signing up for text alerts).

Example of utility communications for planned power outage

In addition to transparent content, communicating in the right channels is key. Since customers have different communication preferences, a multichannel marketing strategy gives you the best chance to reach affected customers during a planned power outage. These touchpoints include:

  • Email communications (multiple emails leading up to the planned outage)
  • Social media posts for Facebook, Twitter, LinkedIn and Instagram
  • Text alerts for customers who prefer mobile communications
  • A website page dedicated to planned power outage resources

Tri-County Electric Cooperative in Oklahoma utilizes Twitter to alert customers before the planned outage. The co-op has more than 1,600 followers on the social media platform.

Example of planned power outage communications TriCounty Oklahoma

ComEd, an energy utility serving northern Illinois, provides resources on how to prepare for a planned power outage on their website, including:

  • What to expect during a planned outage
  • Resources for staying safe and comfortable
  • Where to find the latest outage updates
  • Helpful tips for small business customers
Example of customer communications for planned power outage

Segmenting Outage Communications

Just like program promotions or eNewsletters, segmentation is a best practice for outage communications. Residential and business customers are affected in different ways and need messaging that reflects their unique situations.

For example, business customers will experience downtime and may need to reduce or stop operations during a planned power outage. Residential customers may need to change plans or take steps beforehand, such as charging their smartphones or unplugging electrical equipment. Through segmentation, your messages can provide audience-specific tips and resources.

“I always recommend segmenting your email communications for business and residential customers because they have completely different needs,” Cummins says. “You may even want to go a step further and segment your business customers by industry since each industry has unique challenges during an outage.”

For business customers, communicate the following during a planned power outage:

  • Suggest notifying their customers if they plan to close or change hours
  • Recommend appliances or equipment to turn off until power is restored
  • Provide contact information if they have any questions or concerns

Ensuring customer satisfaction stays strong

Despite an energy utility’s best efforts, some customers will not receive your outage communications. That’s why it’s important to provide customer service staff with pertinent information about the planned power outage. This ensures customers who call in will have their questions answered, helping to minimize any impact on customer satisfaction.

Energy utilities should also consider training for the customer service department on gathering contact information when a customer calls in. For example, a script could say, “How would you prefer to be contacted? This ensures that you’re not caught off guard for future planned outages.”

In addition to customer service scripts, your energy utility can take advantage of email and social media campaigns to obtain customer contact information, like this post from AEP Ohio.

Example of planned power outage communications from AEP Ohio

What to Communicate After a Planned Power Outage

Once power has been restored, Cummins recommends sending a “thank you” message to let customers know your utility appreciates their patience and understanding. This “blue sky” messaging should also speak to the importance of planned outages to keep the power running smoothly and avoid any issues in the future.

Your post-outage communications should also encourage customers to sign up for outage text or email alerts. To avoid any surprises, these notifications will prepare customers for future planned power outages.

Regular maintenance is essential for reliable power, but it can negatively impact the customer experience. With proactive communications, your energy utility can ensure a planned power outage doesn’t mean a dip in customer satisfaction.

Discover how an Outage Communications strategy from Questline Digital can help your customers prepare for the next planned maintenance event.

When severe weather threatens, your energy utility may need to send power outage notification emails to customers. To level-set customer expectations and ensure long-term customer satisfaction, your outage communications strategy shouldn’t wait until an outage happens.

Optimize your outage strategy with an outage communication template that includes useful information and resources customers will need before, during and after a severe weather event.

Chart showing outage communications workflow and listing email messages a utility should send before during and after an outage

A Surge in Severe Weather

In recent years, extreme weather has become more common across the U.S. According to the National Centers for Environmental Information, the U.S. averaged 17.2 severe weather events per year from 2017 to 2021, including flooding, severe storms and wildfires. In comparison, between 1980 and 2017, there was only an average of 7.4 severe weather events per year.

This trend can be seen in the growing popularity of power outage notification emails sent by energy utilities from coast to coast. According to Questline Digital’s Energy Utility Benchmarks Report, customers are highly engaged with outage communications, with a 27.1% open rate for residential customers and a 36.6% open rate for business customers.

Outage messages are consistently among the highest open rates of all utility email categories:

Chart showing performance metrics of outage communications template

Energy utility customers value storm and outage-related messages. As storm intensity continues to grow, an effective and customer-centric outage communications template will become even more vital for energy utilities.

Power Outage Communication Template: Before the Storm

While you can’t stop severe weather, you can help your customers prepare for it. An effective outage communication template should include an introduction to your energy utility’s outage resources, seasonal safety tips and other useful information.

This is the perfect time to educate customers about your energy utility’s outage resources and services, such as where to go to find the latest outage information or how to report an outage.

3 key topics for pre-storm communications

  1. Outage alert opt-ins: Encourage your customers to sign up for outage alerts with a proactive, omni-channel preparation campaign.
  2. Outage resources: Educate customers about your energy utility’s online resources, directing them to your outage center or outage resource page.
  3. Seasonal safety tips: Share summer and winter storm safety tips, as well as how to prepare for a power outage.

With the help of Questline Digital, a Southeast energy utility created a powerful creative campaign as part of their outage communication template. The goal was to inspire customers to receive text alerts and not feel powerless during an outage.

The campaign targeted customers who were not already signed up for text alerts with messaging focused on the benefits of real-time notifications like utility power restored alerts.

Example of outage communications email to improve utility customer satisfaction

Power Outage Communication Template: During the Storm

When an outage happens, urgency and transparency are key. It’s important to share updates as quickly as possible with customers across multiple channels, including power outage notification emails, text alerts and social media.

During an outage, customers appreciate acknowledgement of the situation from their energy utility, along with ongoing updates to keep them informed. Energy utilities can educate customers on the important steps involved in restoration, from assessing the damage to addressing emergency situations. This gives customers a better understanding of what it takes to restore power.

Build trust with transparent outage updates

Your outage communication template should include the following information during an outage event:

  • Storms are coming: Inform customers that severe weather is expected and could lead to outages. Don’t forget to provide storm and outage safety tips.
  • Outages have impacted the area: Provide as much detail as possible to affected customers in a power outage notification email, including the extent of the outage and number of customers impacted.
  • Power restoration efforts are underway: Communicate regularly on restoration efforts and when customers can expect power to be restored.
  • Reason for the outage: Transparency is key. If the cause is determined, share this additional information with customers.
  • Power has been restored: Thank customers for their patience with a utility power restored alert. Be sure to include contact information in case they are still experiencing issues with their electricity.

Whether storm prep or outage resources, there is no one-size-fits-all for your outage communication template. In this sample outage notification from Con Edison, the energy utility provides customers with an “Outage Recovery Guide” in the midst of an outage:

Sample of outage notification email from energy utility

A sample outage notification from PSEG Long Island is a great example of transparent communications. The email explains the reason for the outage — in this case, a major snowstorm. The energy utility then acknowledges that power restoration may take time due to the dangerous driving and outdoor working conditions.

Sample of outage notification email with restoration information

Power Outage Communication Template: After the Storm

After an outage event, your energy utility should reevaluate your communication strategy to see what is and isn’t working. Keep these questions in mind:

  • What channels are best to communicate outage information?
  • How many power outage notification emails should our energy utility send?
  • When should outage updates be sent?
  • Are we communicating enough information to customers?

Your outage communication template should include a follow-up email a couple days or weeks after an outage. This is a great opportunity to encourage your customers to sign up for outage text alerts, ensuring they are prepared for future outages. With the outage still top of mind, this email creates a compelling motivator for customers to sign up for alerts.

A large IOU in the Northeast sent a thank-you email to customers for their “kindness, patients and resiliency” after a gas supply interruption that presented significant challenges:

Example of power outage notification email

Get Ready for Severe Weather with an Outage Action Plan

Effective outage communications requires much more than a simple power outage notification email. Be proactive with outage communications to ensure customer safety, encourage engagement and increase customer signups for outage-related programs.

The right outage communication template can help your customers find peace of mind when the power goes out — and help your energy utility achieve long-term customer satisfaction.

Provide essential information before, during and after severe weather with an outage communications strategy from Questline Digital.

Customer journey mapping is essential for energy utilities. As the industry focuses on becoming more customer centric and improving the customer experience, utilities must optimize every interaction.

Where once customers were seen merely as account numbers or “ratepayers,” new technologies and advancements across all industries are changing customers’ expectations of how they interact with their utilities.

Energy utility customers interact regularly with many other businesses, and it’s their experience with those industries that sets expectations. The more businesses like Disney, Amazon and Apple improve their customer experiences, the more consumers expect from their energy provider.

The importance of utility customer experience management

Because of this dynamic change in relationships, utility customer experience management — the intentional planning and implementation of interactions across all channels and touchpoints — is critical to deliver a consistently excellent experience.

Why is utility customer experience important? For a variety of reasons, but primarily because well-designed and implemented experiences increase customer engagement. Increased customer engagement in turn builds customer satisfaction. The outcomes of customer satisfaction can include:

  • More participation in programs
  • Increased enrollment in paperless billing
  • Higher use of self-service channels
  • Lower cost to service
  • Greater customer advocacy and loyalty

Mapping the customer journey for energy utilities

A great way to approach the process of improving the customer experience is by developing a utility customer journey map that looks at these events collectively.

McKinsey describes a journey as “the process a customer goes through to complete a particular task, such as opening an account or resolving an error.”

These journeys often encompass multiple departments and varying mediums. For example, a customer journey to purchase a smart thermostat might involve touchpoints in multiple channels — website navigation and search, e-commerce, email, phone calls, a technician visit for installation, etc.

When developing a utility customer journey map, be sure to capture the key moments of truth. Those specific positive and negative touchpoints that make or break how customers perceive their utility.

Other journeys might include customer onboarding, bill payment, an outage, interacting with customer service or various program enrollments. These journeys work together to build the entirety of a utility’s customer experience.

To truly be customer centric, utilities must map out and understand all the possible touchpoints and outcomes along the customer’s journey.

Here are key journeys your utility should consider:


First impressions are everything. This is when your new customer decides if it’s easy or cumbersome to work with your utility. Can they easily find all the information they need? Do they know where to turn for help? Is your utility going to be an ongoing resource? Or will they face headaches down the road?

Answering these questions upfront and setting the right tone is essential for the launch of your customers’ journeys. Build an onboarding workflow that gives customers everything they need.

Through deployment of thousands of Welcome Series, Questline Digital has determined that it’s best to send between three and five emails upon the start of service. These emails include the following information:

  • Welcome message from leadership
  • Instructions for My Account set up
  • Prompts for eBill enrollment
  • Payment assistance resources
  • Guidance for eNewsletter or Preference Center sign up
  • Outage alert enrollment reminders
  • Explanation of available programs
  • Energy efficiency and cost savings tips

Depending on your community, your energy utility may need multiple welcome workflows that speak to different audiences. Common targets include first-time customers, moving customers, commercial business owners and small business owners.


Ensure clients are aware of the payment options available to them. Look at the experiences for those who pay via mail and online. What hurdles do they hit along the way? Where can improvements be made?

Paperless billing enrollment is known to increase customer satisfaction. According to Fiserv’s Eighth Annual Consumer Billing Household Survey, 68% of consumers acknowledge increased satisfaction with their biller when they receive electronic statements.

So, set the stage early and get customers enrolled in My Account and eBill as early as possible. The sooner customers are enrolled, the better their overall utility customer journey will be.


An outage experience is a key moment of truth, as it will certainly impact a utility’s J.D. Power customer satisfaction score. Customer journey mapping before an outage could include:

  • Ongoing outage education
  • Outage preparation communications
  • Registration for outage notifications
  • Inspiring interaction and two-way conversation

These steps would be delivered as emails, texts, automated calls, social media posts or conversations, website tools, bill inserts and brochures.

Other forms of outage communications would then occur during a planned or an unexpected outage. Whether your utility is providing a single report, or sending updates along the way, every touchpoint must be thoughtfully executed.


Beyond the basic customer lifecycle and outage communications journeys, utilities are also now exploring customer journey mapping for specific programs and products.

Solar program customers, for example, will not only rely on their utility for educational resources ahead of making a decision, but also throughout the financing, contract, installation, monitoring and maintenance phases of their solar use.

The more holistic a utility can make specific interactions along a product journey, the higher customer engagement, satisfaction and advocacy will be later.


We see consistently stronger engagement metrics with customers who receive ongoing communications, as compared to customers who receive only sporadic, one-time messages from their energy company.

In-between journeys, there is the overarching and long-term utility customer experience. This includes what happens between traditional bill payment and outage alerts, including:

  • Providing energy efficiency advice to customers during high bill seasons
  • Encouraging customers to take advantage of available rebates and promotions
  • Signing customers up for your monthly eNewsletter

Stay top of mind and enhance the customer journey by giving customers helpful information exactly when they need it.

Map out your utility customer experience

Start your conversation today about the importance of customer centricity and journey mapping a positive customer experience.

How do customers begin their journey with your energy utility? Build a strong relationship from day one with a Welcome Series.

The sky darkens. Thunder rumbles in the distance. There’s a boom! The power goes out. An energy utility customer has an important project due later in the day. Will the power be back on before then? Does her energy provider even know it’s out?

Power outages are a frustrating experience for customers, negatively impacting their daily lives. Both residential and business customers depend on outage communications from their energy utility to mitigate the impact of an outage and plan their day accordingly.

Depending on how your energy utility handles the situation, the right outage communications can actually improve customer satisfaction. Discover what actions to take before, during and after an outage to ensure your customers are prepared when the lights go out.

What are outage communications?

Energy utility customers don’t want to be left in the dark during a power outage. For energy utilities, outage communications are a vital way to keep customers informed when a storm is approaching or when an outage occurs. Outage communications, whether emails, text alerts or social posts, provide important details like the number of customers impacted, locations affected by the outage and estimated restoration times.

Every energy utility has a different strategy for handling outage communications, but those with higher levels of customer satisfaction have a few things in common. In particular, they focus on continuous and transparent communications with their customers.  

How do outage communications impact utility customer satisfaction?

For energy utilities, the right outage communications strategy is essential for long-term customer satisfaction. Questline Digital’s metrics find that 82% of customers prefer proactive communications during an outage. Additionally, customers are more responsive to outage communications than other types of energy utility messages.

According to Questline Digital’s Energy Utility Benchmarks Report, the open rate of outage communication emails is 31.4%, the highest engagement next to Welcome Series and billing notifications. Not surprisingly, energy utilities using outage communications are experiencing higher customer satisfaction numbers. For example, Questline Digital clients using outage alerts received some of the highest approval ratings in their respective segments.

J.D. Power has measured a direct connection between outage communications and customer satisfaction. According to the J.D. Power 2018 Electric Utility Residential Customer Satisfaction Study, overall satisfaction among customers who receive outage communications is much higher than among those who do not receive such information.

“Proactive communications, primarily delivered through digital channels, such as email, text message or social media post, are having a significant positive impact on residential electric utility customer satisfaction,” said John Hazen, senior director of the energy practice at J.D. Power. “Power outages are going to happen. The more proactive electric utilities are in clearly communicating information about the cause, anticipated duration and repair of an outage, the more satisfied their customers will be with their overall service.”

According to Chartwell’s 2020 Residential Consumer Survey, 60% of customers were satisfied with their energy utility’s communications during outages. However, this was dependent on how well the utility communicated estimated restoration times and what type of communication channels were used.

What messages to send before, during and after a storm

Energy utilities need to consider what outage communications will be sent out before, during and after an outage, and how best to reach customers to achieve higher levels of customer satisfaction. The right outage communications strategy makes all the difference, whether your energy utility is sharing storm and outage safety tips ahead of storm season or sending power outage notification emails to keep customers informed.

Best practices for outage preparation emails

The prep work starts long before a storm is imminent. Energy utilities should send outage communications at the start of summer and winter storm seasons, informing customers of key services like outage text alerts and outage maps, as well as essential safety tips. If your energy utility has an online outage center, it’s important to make it current and have a backup plan is in place in case the technology fails.

For example, a Southeast energy utility developed a creative campaign to promote text alerts that emboldened customers with the strong message of “Take Your Power Back.” The powerful campaign inspired customers to sign up to receive power restoration alerts and other outage-related texts so they could prepare before a storm or potential outage.

The campaign targeted customers who were not already signed up for text alerts with messaging focused on the benefits of real-time notifications. A clear call-to-action drove customers to My Account to sign up. By receiving these instant outage communications, the campaign emphasized how customers would no longer feel powerless during an outage.

Example of outage communications email to improve utility customer satisfaction

To prepare customers ahead of time, Duke Energy promotes its mobile app on social media as an easy way to report outages and check for restoration updates. Outage communications like this social media campaign help customers to better prepare for future outages, ensuring greater customer satisfaction.

Example of outage communications social post to improve utility customer satisfaction

Best practices for power outage notification emails

During a storm, emails, text alerts and social posts communicate that energy utilities are ready and have a solid restoration plan in place. These messages should also inform customers about the size of the outage, which areas are affected, what caused the outage and when power is estimated to be restored.

When a winter storm hit the Northeast, PSEG Long Island sent out a power outage notification email informing customers that the storm was causing hazardous weather conditions. The email also alerted customers that the energy utility’s crews were working to restore power to all customers affected as quickly as possible.

Example of outage communications email to improve utility customer satisfaction

To make it easy for customers to report an outage or receive updates, the outage communication also provided links to PSEG Long Island’s Storm Center, outage map and social media channels. It also included helpful storm safety tips.

Example of outage communications social post to improve utility customer satisfaction
Example of outage communications message to improve utility customer satisfaction

Consumers Energy sent a power outage notification email to share important details with its Michigan customers about the restoration process underway, while also being transparent that more severe weather is expected. The email provided safety tips and links where customers could check the status of an outage and sign up for restoration text alerts.

Example of outage communications email to improve utility customer satisfaction

Best practices for utility power restored alerts

Once a storm has passed and power has been restored, utility power restored alerts are the final step in your outage communications. These communications notify customers that power has been restored and thank them for their patience.

Following the damage caused by Hurricane Ida, Entergy shared regular updates regarding the power restoration process on Twitter. One post linked to the utility’s newsroom, which highlighted that the Category 4 hurricane commanded the largest restoration workforce in the company’s history. While showcasing the impressive work of the Entergy team, the utility’s power restored alert tempered expectations for customers who may still be without power.

Example of outage communications social post to improve utility customer satisfaction

When an outage happens, it can make or break the energy utility customer experience. But the way your energy utility responds to the situation makes all the difference. For long-term customer satisfaction, your energy utility needs an outage communications strategy that is ongoing, transparent and connects with customers on multiple channels.

Discover how an Outage Communications solution from Questline Digital can boost customer satisfaction for your energy utility.