Case Study: PSEG Long Island achieves 93% customer satisfaction and fine‑grain performance reporting with NICE Systems' analytics and quality management solutions

PSEG Long Island - Customer Case Study

PSEG Long Island, the subsidiary that operates the electricity transmission and distribution system for 1.1 million customers in Long Island and parts of Queens, runs a 175-agent contact center that fields about 3.1 million calls annually. After taking over service under a 12‑year contract in 2014, the company faced aggressive, contract‑defined goals to move key contact‑center metrics (answer speed, abandonment, after‑call satisfaction and JD Power rankings) from lower quartiles to top quartiles, creating an urgent need for deeper analytics, better customer satisfaction and accurate performance reporting.

PSEG implemented a NICE suite—Recording, Voice of the Customer, Interaction Analytics, Quality Management and Workforce Management—alongside a new IVR/ACD, a paperless automated quality program and targeted training/calibration. The solution delivered fine‑grained reporting and robust agent evaluations and drove after‑call satisfaction from roughly 67% (residential, 2014) to about 93% by 2016, higher survey participation, and significant improvements in JD Power phone scores toward top‑quartile performance.

PSEG Long Island

Frederick G. Daum

Director of Customer Contact and Billing