Case Study: PSEG Long Island achieves higher response rates and improved CSAT with NICE Systems' CXone Mpower Feedback Management

Higher Response Rates, Deeper Insights Help PSEG Identify Training Opportunities and Improve CX

Public Service Enterprise Group (PSEG), a regulated utility based in Newark, NJ, was hindered by low survey response rates and fragmented feedback across customer service, collections and small business teams. That lack of integrated, actionable CX data—made more urgent by resumed post‑COVID collections activity—kept supervisors from identifying training needs and improving agent performance.

PSEG standardized on NICE CXone Mpower Feedback Management, linking IVR‑driven surveys to call recordings, enforcing agent survey prompts, and rolling out customized dashboards for frontline managers. The result: response rates up 20% YoY, 53% more surveys collected, an average CSAT increase of 1.3% (all teams exceeding the 92% goal, with collections up 1.6% to 93.6%), and the highest overall CX ratings to date.

PSEG Long Island

Cesar Arriaga

Process Lead - Call Quality Assurance