Hydro One Improves CSAT, Efficiency with Innovative Level UP Program

Hydro One’s customer team identified challenges to its operations that appeared to be a result of the shift to remote work in response to the global pandemic. These challenges included high wait times, a decrease in customer satisfaction, and a negative impact on Hydro One’s staff morale. In short, customers, team members, and the company were being negatively impacted. Team leaders responded by launching a program dubbed Level UP, which Hydro One described as a “gamechanger.” The continuous improvement initiative enabled the utility to return to pre-pandemic performance levels, restore customer faith, boost staff morale and re-build Hydro One’s reputation externally.


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