Customer Support

Stakeholder Engagement

Having a clear understanding of our stakeholders and our impact helps us set priorities and create a course of action to ensure a sustainable and socially responsible future. We cannot act effectively without considering input from many different groups. Xcel Energy’s stakeholders are those individuals and groups who affect or are affected by our business operations. The greater the impact, the more heavily we invest our time, energy and resources in the relationship. Xcel Energy engages with and responds frequently to various groups as outlined below.

Stakeholder GroupEngagementKey InterestsOur Response
  • Customer Contact Center
  • Business Solutions Center
  • Business account managers
  • Personal account representatives for customers in need
  • Customer advocate process
  • Surveys and focus groups
  • Website, newsletters and bill inserts
  • Direct mail and advertising
  • Energy expos
  • One-on-one meetings
  • Energy service start and stop
  • Service reliability and timely outage response
  • Electric and natural gas safety
  • Affordable service
  • Energy and money saving opportunities
  • Easy billing and online account management
  • Information privacy
  • Neighborhood construction or repair work
  • Renewable energy
  • Environmental improvement
  • Public safety materials, programs and advertising
  • Expanded energy saving programs and program goals
  • Low-cost or no-cost energy saving tips
  • Community outreach and events to promote energy efficiency
  • Online outage map and improved outage communications
  • Data privacy process
  • Renewable energy consumer programs
  • Clean energy strategy
  • Operational excellence initiative
  • Leadership meetings
  • Employee webcasts
  • Executive site visits and presentations
  • Bargaining unit negotiations and communications
  • Satisfaction, engagement and communication surveys
  • Training
  • Continued market-based compensation and benefits
  • Professional development opportunities
  • Communication
  • Recognition
  • Employee engagement
  • Community involvement
  • Increased involvement in national, state and local energy policy and legislation
  • Total Rewards statement
  • Management compensation training
  • My Financial Future planning tool
  • New Hire Connection employee orientation
  • Individual performance and development plans
  • Online professional development resources
  • Tuition reimbursement
  • XCelebrate Recognition program
  • Print, electronic and video communications
  • Volunteer activities and paid-time-off program
  • United Way campaigns and matching gift program
  • Positive Effect engagement program
  • Business Resource Groups
  • Diversity and inclusion education
  • Wellness programs
  • Lunch-and-learn seminars
  • Grassroots political informational events
  • Project-specific stakeholder meetings and open house events
  • Community relations and foundation staff
  • Partnerships and local memberships
  • Franchise agreements
  • Presentations and speaking engagements
  • Community workshops
  • Sponsorships and community events
  • Volunteer projects
  • Public safety
  • Project input and communication
  • Continued community support
  • Economic development and jobs
  • Continued community investment
  • Environmental leadership and support for local goals
  • Energy efficiency
  • Energy education
  • Public safety programs
  • Project websites, newsletters, mailings and stakeholder meetings
  • United Way campaign
  • Foundation focus areas and grants
  • Employee volunteers and board members
  • Programs for customers in need
  • Clean energy strategy
  • Power plant tours
  • Energy Classroom
Legislators and regulators1
  • Policy leadership
  • Governmental and regulatory staff
  • Regulatory proceedings
  • Reports, filings and informational materials
  • Legislative initiatives
  • Political action committees and grassroots political informational events with employees
  • Speaking engagements
  • Reasonable energy costs
  • Reliable energy service
  • Environmental leadership
  • Emissions reductions
  • Responsible corporate governance
  • Productivity and cost reduction efforts
  • Clean energy strategy
  • Support for renewable energy standards
  • Regulated energy efficiency and conservation programs and goals
  • Voluntary emissions reduction initiatives
  • Highly rated corporate governance program
  • Website
  • Annual report, 10-K, 10-Q, proxy, financial press releases and other disclosures
  • Annual shareholders’ meeting
  • Teleconferences
  • Investor meetings
  • Stock appreciation and company growth prospects
  • Dividend growth and total returns
  • Meet earnings per share guidance
  • Solid credit ratings
  • Financing needs
  • Favorable regulatory environment
  • Transparency
  • Corporate strategy that includes a fair return on investment, utility business investment and stakeholder alignment
  • Senior management presentations at investor conferences
  • Quarterly earnings release conference calls and webcasts
  • One-on-one meetings with current and prospective shareholders
  • Analyst Day meetings in New York City
  • Participation in utility and retail shareholder organizations
  • Investor Relations Mobile App

1 Often overlaps with community stakeholders

Corporate Responsibility Report 2015

Energy Saving Tip

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