April 11, 2022
Dear Valued Customer,
Over the last several months, we've made changes to improve the service we provide to you.
In striving to provide you with an exceptional customer experience, we have:
- Reduced the average wait time to 20 seconds when you contact our customer service phone line.
- Hired more customer service agents, which has lowered your overall wait time when calling.
- Improved the response time to direct message on social media to 5 to 7 minutes.
And we're not finished.
Washington Gas continues to work hard at transforming its customer service experience. In 2022, we will expand our customer service workforce, create additional points of contact and continue to work toward providing you with the best customer experience possible.
Additionally, for your safety and for the safety of our employees, our walk-in offices in Washington D.C., Frederick and Shenandoah are currently closed to the public until further notice. We will notify you of any updates regarding the re-opening of offices.
We appreciate your patience as we take further steps to ensure you have the exceptional customer service you expect and deserve from Washington Gas.
Vice President of Customer Experience