Yes
3.70
Moving
65
1
Start service: "I don't have one" » "New customer" » "Hold"
Hybrid: Press or say system (Ex: Press 1 or say “one”)
No
task_h_pseg_startservice.mp3
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task_h_pseg_stopservice.mp3
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task_h_pseg_transferservice.mp3
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This scenario involves three different tasks, and for each, you are moving to a new home. 1. You are about to move into a house that you just purchased. You’re from out of state, so you’re a new customer and don’t yet have an account with the utility. You want to call your utility and arrange to have the power turned on by the time you move in. 2. You are moving out of your house and outside of your current utility’s service territory. You want to call your utility and arrange to have the power turned off and your account closed so that you can pay your final bill. 3. You are moving to a new house that is close to your old one, so you won’t be changing your utility provider. You need to arrange to have your power turned off at your old house and turned on at your new house.
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Navigation
3
Not having an existing account to input my number at the start of the call caused some confusion for me. The IVR asked me to put in my number or, if I needed a moment to find it, instructed me to say "hold on". There was no instruction given for someone without an account number. When I told the IVR I didn't have a number I was told I was going to be connected to a CSR. I liked that it followed this up by asking what I was calling for. It made me feel like the rep would know why I was calling and get my issue resolved.
My calls to stop service and transfer service to a new house were a bit easier to navigate because I had an account number and was asked what I wanted to do before being immediately directed to a CSR. However I still ended up in the same place. Saying "close my account" and "switch service to a different house" informed me I wanted to make an account change and got me put on hold for a CSR. It was a little frustrating I didn't have the option to complete the task on the IVR and had to wait (6 minutes and 2 minutes). 210057 Functionality 3 I don't think the IVR is set up for anyone without their account number to use. Saying "I don't have it" seems to default to being put on hold for a rep which could be annoying for someone with an account but without their number in front of them. The IVR didn't offer any alternative to entering an account number (phone #, ssn #, etc.) so I imagine without that, you have to speak with a rep.
For my second call trying to stop my service, when the IVR asked how it could help me today, it wasn't followed up by examples like my previous call. I was expecting a prompt asking me to say what I needed or a menu with options. I let the silence linger for a bit and then realized it wanted me to speak. My other calls were easier, as after the IVR asked me what I wanted, it gave me some examples of what to say and then prompted me when to speak. Not sure why it differs call to call.
While I ended up on hold for all calls, I did like that I was given an approximate wait time (5 minutes) and given the choice to be put on hold or get a call back. I think the call back offer could be improved a little by assuring the caller they won't lose their place in line since that was unclear. 210057 Delivery 5 The IVR voice was consistent throughout and it recognized what I wanted when I spoke to it. The voice was easy to understand.
The on hold wait had both music and messaging. The music was pretty generic and didn't leave much of an impression on me. I liked that the messaging covered all different types of topics such as information about signing up for paperless billing, a message about an emergency preparedness partnership with Sesame Street, info about PSEG LI projects and the volunteering their employees do. It gave me some helpful information and a better understanding of the company. It was a little strange that the messages alternated between male and female but it didn't really bother me. 210057
My calls to stop service and transfer service to a new house were a bit easier to navigate because I had an account number and was asked what I wanted to do before being immediately directed to a CSR. However I still ended up in the same place. Saying "close my account" and "switch service to a different house" informed me I wanted to make an account change and got me put on hold for a CSR. It was a little frustrating I didn't have the option to complete the task on the IVR and had to wait (6 minutes and 2 minutes). 210057 Functionality 3 I don't think the IVR is set up for anyone without their account number to use. Saying "I don't have it" seems to default to being put on hold for a rep which could be annoying for someone with an account but without their number in front of them. The IVR didn't offer any alternative to entering an account number (phone #, ssn #, etc.) so I imagine without that, you have to speak with a rep.
For my second call trying to stop my service, when the IVR asked how it could help me today, it wasn't followed up by examples like my previous call. I was expecting a prompt asking me to say what I needed or a menu with options. I let the silence linger for a bit and then realized it wanted me to speak. My other calls were easier, as after the IVR asked me what I wanted, it gave me some examples of what to say and then prompted me when to speak. Not sure why it differs call to call.
While I ended up on hold for all calls, I did like that I was given an approximate wait time (5 minutes) and given the choice to be put on hold or get a call back. I think the call back offer could be improved a little by assuring the caller they won't lose their place in line since that was unclear. 210057 Delivery 5 The IVR voice was consistent throughout and it recognized what I wanted when I spoke to it. The voice was easy to understand.
The on hold wait had both music and messaging. The music was pretty generic and didn't leave much of an impression on me. I liked that the messaging covered all different types of topics such as information about signing up for paperless billing, a message about an emergency preparedness partnership with Sesame Street, info about PSEG LI projects and the volunteering their employees do. It gave me some helpful information and a better understanding of the company. It was a little strange that the messages alternated between male and female but it didn't really bother me. 210057