It’s no great secret that social media can be a pain point for utilities. On a bad day, posts about high bills, surprise outages, or billing errors can swamp a company’s Facebook page or Twitter feed.
It must be summer. We keep running out of food, the utility bill has tripled and my house is full of “bonus kids.” #CaliforniaMom
— Christine Abraham (@LifeVerse) July 25, 2014
Texas Mom Gets $1.3M Electric Bill: Utility bills may notoriously spike during the sweltering summer months, but… http://t.co/s5SmNWcW
— 23ABC News (@23ABCNews) June 22, 2012
For utilities, priority one during a heat wave is reducing peak demand. And with that goal squarely in mind, they’ve often paid less attention to customer engagement. Less than 5 percent of U.S. homes participate in demand response programs — and looking at the tweets above, it shows.
But that’s all starting to change.