Website Customer Satisfaction Survey Please take a few minutes to complete this survey. Your input will help us to provide future website enhancements. All responses are collected anonymously. Question Title * 1. What self-service tools or forms have you used today on our website? (Select all that apply) Analyze Usage Assistance Programs Contact Us/Customer Service eBill Energy Savings Information Manage Account New or Upgrade Service Pay Bill Rates & Tariffs Online Registration Outage Status Report Power Outage Report Lighting Problem Report Tree Problem Start Service (Move In) Stop Service (Move Out) Submit Meter Reading Text & Email Alerts Other (please specify) Question Title * 2. Please rate the overall look and quality of our website. Excellent Good Average Poor Question Title * 3. Were you able to find what you were looking for on our website? Yes, I easily found what I needed. Yes, but it took a few tries. No, I was not able to find what I needed. If no or if it took you a few tries, please indicate what information you couldn't locate or had difficulty finding on our site. Question Title * 4. Thinking about your overall website experience, how satisfied are you with the performance of FirstEnergy in handling your recent transaction? 1 (Extremely Dissatisfied) 5 (Neither Dissatisfied or Satisfied) 10 (Extremely Satisfied) Clear i We adjusted the number you entered based on the slider’s scale. Question Title * 5. Please rate the extent to which you agree or disagree with the following statement: FirstEnergy made it easy to resolve my issue. 0 (Strongly Disagree) 5 (Neither Disagree or Agree) 10 (Strongly Agree) Clear i We adjusted the number you entered based on the slider’s scale. Question Title * 6. In addition to this recent website visit, did you also use any of the following to complete your transaction or solve your issue? Visited the website only Spoke with a customer service representative Emailed my issue or questions to FirstEnergy Used the automated phone system (IVR) Other (please specify) Question Title * 7. What would be your preferred way to communicate with FirstEnergy? Email Fax IVR (Interactive Voice Response) Live Chat Text Messages Live Agent Phone Call Mail Other (please specify) Question Title * 8. What would be your preferred method to pay your electric bill? FirstEnergy's Online Payment (Website/Mobile) App FirstEnergy's IVR/Phone FirstEnergy's Authorized Payment Agency (In Person) Bank Online Payment (Website/Mobile) Mail Text to Pay (Text Messaging) Digital Channels (i.e. Facebook Messenger, Amazon Alexa) PayPal Apple or Google Pay Other (please specify) Question Title * 9. Do you have any other comments or suggestions to improve your website experience? Please Note: This survey is intended for general customer feedback only. If you have a question or concern that requires a response from a customer service representative, submit a Contact Us Form. Thank you for your participation and feedback! Submit Survey