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FOR IMMEDIATE RELEASE July 16, 2026 NYSEG and RG&E Deliver Improved Customer Service Results, Exceed Key Performance Benchmarks Strong performance metrics, including high call answer rates and rising satisfaction, underscore continued progress in customer service benchmarks BINGHAMTON, N.Y. — July 16, 2026 — New York State Electric & Gas (NYSEG) and Rochester Gas and Electric (RG&E) have exceeded several key New York State Public Service Commission (PSC) customer service performance standards, demonstrating continued progress in areas that directly impact customers. The Companies exceeded targets for complaint rates, call center responsiveness, and estimated billing performance, three important measures used by regulators to evaluate customer experience. These results reflect a range of initiatives that have been implemented in recent years that are aimed at improving service, including enhancements to customer communications, investments in digital tools, upgrades to customer service systems, and expanded training and resources for frontline employees. “Meeting and exceeding regulatory performance standards are important indicators of progress because the metrics focus on customers' day-to-day interactions with the companies,” Patricia Nilsen, CEO of NYSEG and RG&E. “Faster call response times help customers get assistance when they need it, lower complaint rates reflect improved issue resolution, and reduced estimated billing supports more accurate and predictable bills.” METRIC 2025 NYSEG Target 2025 NYSEG Actual 2025 RG&E Target 2025 RG&E Actual % answered >70% 76.9% >70% 77.8% calls in 30 sec Customer Less than 1.00* 0.91 Less than 1.00* 0.81 complaint ratio Number of Less than 2.23% 1.25% Less than 5.15% 2.00% estimated bills *1 complaint per 100,000 calls answered