To our customers:

 

At Xcel Energy, we’ve always believed that energy is about more than powering homes and businesses — it’s about empowering people, supporting communities and building a better future together. And that starts with our customers, which is why we are committed to putting you, our customers, at the center of everything we do.

 

We know that as the energy landscape evolves, your needs evolve, too. So as we evolve alongside you, we will continue to listen and respond to your feedback so that we deliver the safe, reliable and sustainable energy you need, at the lowest possible cost.

 

Putting Customers First

We know that every interaction you have with us matters — whether it’s turning on your lights, receiving your bill or reaching out to us for support. This has shaped the changes we’re making today and will continue to guide us as we make energy work better for tomorrow. That’s why we are focused on four key commitments to improve your experience:

 

  • Delivering Excellent Service: We’re working diligently to ensure that your energy is there when you need it most. With 99.98% reliability across our service area, we’re proud of the progress we’ve made, and continue striving to raise the bar on resilience, reliability, safety and customers’ costs. Last fall, we announced our most ambitious infrastructure plan in our history – to invest in new energy sources, more resilient power and gas networks, electric transportation capabilities and other projects over the next five years. We are delivering on these promises to meet a growing energy demand and protect existing systems from severe weather events like wildfire and storms.

 

  • Making Interactions Easier: We’ve heard your calls for better communication and simpler interactions. In response, we’ve improved our mobile app and website to provide you with more information about your energy so you can better manage bills. We recently launched a live-chat feature to connect customers directly with customer care agents and added bilingual representatives to better meet the communities we serve. And enhancements to our online outage map — and expanded public communications about outages — will help us serve customers better when severe weather strikes. These tools are part of a larger effort to simplify the way you interact with us, making it easier to get the support you need.

 

  • Guiding Your Energy Choices with Expertise — and Passion: As the ways that we power our homes, businesses and vehicles continues to change, we’re here to provide you with the assistance you need. Whether you’re looking to start service for your home or business, install solar panels or batteries, participate in our industry-leading home and business energy efficiency programs or understand the energy costs for an electric vehicle, our team is ready to provide the guidance and resources you need to make informed decisions. Consider us your energy partners, ready to meet your goals.

 

  • Leading the Clean Energy Transition: Since 2005, we have cut carbon emissions from the electricity serving our customers by 57%. And, we remain committed to delivering on our bold vision of 100% carbon-free electricity by 2050. From investing in renewable energy sources like wind and solar to modernizing our infrastructure, we’re working to build a cleaner, more sustainable energy future for all — while keeping bills as low as possible. Our residential customers’ electric and gas bills are 28% and 12% below the national average.

 

You will hear more about the actions we are taking over time — all with the goal of reinforcing your trust. We’re continuously looking for new ways to make energy work better for you, while listening to your feedback, strengthening the energy grid and investing in cutting-edge technology to deliver the exceptional service you deserve.

 

We are confident that by working together, we will build an energy system that powers a bright future for our customers and communities.

 

Sincerely,

 

Bob Frenzel
Chairman, president and CEO, Xcel Energy