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San Francisco Chronicle
6 days ago
- Business
- San Francisco Chronicle
Why is my bill so high? And other frequently asked questions about PG&E bills
Nobody likes getting a bill. For Northern Californians, the monthly Pacific Gas and Electric Co. statement can be a particular source of frustration. A reader named Lisa from Oakland wrote to me with a plea: 'I am hoping that you might provide an explanation of our PG&E bills. I am a savvy consumer and it still boggles me when I try to figure it out!' She's far from the only one among the utility's 5.5 million electricity customers and 4.5 million natural gas customers dissatisfied with the PG&E billing experience: It ranked dead last in customer satisfaction among U.S. utility companies, according to the 2025 American Customer Satisfaction Index. (Still, the report notes that PG&E's score has improved from what it was in 2020 through 2023.) PG&E's residential rates are more than twice the national average, and have increased by an average of 12.5% annually for the past six years. From January 2015 to April 2025, residential rates have increased by 104%. So despite the state's mild climate, which requires less heating and air conditioning, Californians have the 13th-highest electric bills in the country, according to a 2023 CNET analysis of U.S. Energy Information Administration data. The Chronicle solicited questions from readers and from around the newsroom to try and find answers to people's most commonly asked questions about their PG&E bills. Here's what we learned. Frequently asked questions Why is my bill so high? This is by far the most frequently asked question about PG&E bills. Customers complain about being surprised by a high bill, even though they don't think they did anything differently that month to explain it. Jennifer Robison, a spokesperson for PG&E, said weather can be a major contributor. 'The biggest reason this happens is seasonal fluctuations and temperature,' she said. 'If you keep your thermostat at 70 degrees all the time, but then it gets much hotter or cooler outside, you're going to use your heat or your air conditioning more frequently, and your bill will go up even though you aren't doing anything differently.' Another reason, she said, could be a malfunctioning appliance suddenly sucking up more energy than usual. Lee Trotman, the communications director for The Utility Reform Network, pointed to a different explanation. 'The reason your bill is so high is because of the constant rate increases,' he said. There have been numerous rate increases in recent years, he said, including six in 2024, one this past January, and another in March. The California Public Utilities Commission said in its most recent quarterly rate report that residential rates rose by 104% between January 2015 and April 2025. The combined monthly electricity and gas bill for the typical household nearly doubled from $154.52 in January 2016 to $294 in January 2024, according to data from PG&E, and the utility estimated that the average residential electric bill would rise to $224.64 after March's rate increase. PG&E customers pay an average rate of 38.6 cents per kilowatt-hour, according to the CPUC report — the highest rate in the continental U.S. There isn't much you can do about the rate increases. But there are likely some ways you could make your home and habits more energy-efficient. PG&E offers a Home Energy Checkup quiz on its site that can help you identify what's using the most energy. You can do the online Home Energy Checkup at this link. PG&E customers with electric smart meters are also eligible for a free in-home analysis from a company called Home Intel. The analyses are available to both owners and renters. One San Francisco family was able to slash its annual energy costs from $4,000 to $2,600 after completing the analyst's recommendations, including getting rid of space heaters, turning down the temperature on the water heater, adding insulation, and running major appliances when power costs are cheaper. Home Intel says on its site that the average customer saves $350 annually after following its analysts' recommendations, and many save three to four times that much. Sign up for your analysis by visiting There's also a device called the 'Kill A Watt EZ Meter' that you put over your outlet and plug your device into to see exactly how much power it uses. Your local library may have one available to borrow, Robison said. You can also buy them online for around $30. Show answer + When PG&E tells me I'm using more energy than 'the average house of my size,' how accurate and detailed is that metric? What you're getting in the mail or electronically is part of the Home Energy Reports program, which PG&E randomly chooses customers to participate in. 'We offer neighborhood comparisons to help our customers understand how they use energy in relation to other households near them with similar circumstances,' said Robison. She said PG&E compares your home with 100 nearby homes that are occupied and similar in type (multifamily versus single-family) and size. But it's not granular enough to differentiate for things like solar panels or EV chargers, Robison said. So it's not one other specific house you're being compared to – it's an average across 100 other houses. If, for instance, half those houses happen to have solar panels and you don't, you're going to see that reflected in your comparison. (In a follow-up email, PG&E representative Adrienne Moore gave conflicting information: She said that standard, solar and EV customers receive different reports. 'Our standard home energy report does not include solar and EV customers in the population,' she said.) If you log into your PG&E account, click 'Electricity' and then navigate to 'Similar Homes' to see which homes yours is being compared to. It will tell you how far away the comparison homes are, the square footage, heating type (gas or electric), building type and ballpark number of bedrooms. You can learn more about the program and how to opt out of receiving the printed or emailed reports at this link. One Reddit user called it he's one of the people throwing off your average. Show answer + I get 'forecast alerts' that can be hundreds of dollars higher or lower than what my bill ends up being. Why is that? Forecast alerts gauge your usage so far for the current billing cycle and let you know when you're on track to spend more than a preset threshold. The idea is to give you a heads up so you can pivot your energy usage and not get slammed with a massive bill. You set that threshold for those alerts, said Robison of PG&E, and you can change them if they aren't helpful. You only receive them when you're on track to exceed your limit; if you're on budget for that month, you won't get a notification. 'The point is to help our customers budget for the next bill, but also to give them enough time in their billing cycle so that they can change their use pattern (and) use less (energy) to avoid a higher bill,' she said. She said it's hard to know exactly what's going on with the forecasts you're getting without looking at your specific bill. Some possibilities: You might have been temporarily using more power than normal for a one-off reason — keeping the pool and hot tub cranked up while guests were in town, blasting the AC during a heat wave or running the heat in a cold snap, or using your washer and dryer around the clock when you deep-cleaned your closet. The forecast alert assumes you'll keep using power at that rate for the rest of the month, which could result in an inaccurate guess. If you use a lot of power at the start of the month, prompting an alert, and then use even more throughout the month (for instance, if a heat wave gets more intense), your bill could end up even higher than what the forecast predicted. Here's how to change or turn off forecast alerts: Go to 'Account settings' on the My Account dashboard. Under 'Alert preferences' click 'Set up alerts' Under 'Communication Preferences' click 'Energy use' Turn on the 'Bill forecast alert' notifications (or turn it off if you don't want them), and under 'Alert me when my bill is forecast to be higher than this amount,' enter your preferred threshold. Show answer + What's the best way to gauge my power usage over time? Because of the rate increases, it's tough to measure your power usage over different time periods by the dollar amount on your bill. Instead, go to your online PG&E account, navigate to 'Usage and Rates' and choose the 'Energy Usage Details' option. You can compare bills by year, month and even by day, and download the data as a spreadsheet. Hover over the bar charts to see more detailed information on energy use, cost and weather impacts. Your monthly bill shows electric usage in kilowatt-hours during the month — look for a chart labeled 'Electric Usage This Billing Period.' It also shows daily average usage for that month, the previous month and the same month a year earlier. Show answer + What are my options if I can't afford my bill? If you are struggling to pay your PG&E bills, you're not alone: 1 in 5 customers was in arrears, or behind on payments, as of April 2025, according to a report from the California Public Utilities Commission. The average owed amount was $710. Robison of PG&E said if you can't pay your bill on time, the first thing you should do is reach out to the company about setting up a payment program. PG&E can help you set up a plan to make incremental payments over time instead of all at once. PG&E has a 'Savings Finder' questionnaire that takes about three minutes and can help you figure out what programs you may be eligible for. Take the questionnaire at this link. If you feel like you're being billed incorrectly, you can file a complaint with the CPUC at this link. There are several programs that let eligible customers get a permanent discount on their PG&E bill. California Alternate Rates for Energy: For PG&E customers, CARE offers a 30% to 35% discount on electric bills and a 20% discount on natural gas bills. Eligibility is based on either gross household income or enrollment in certain public assistance gross household income must be below a certain amount ($42,300 or less for households of 1 or 2 people; $53,300 for a household of 3; $64,300 for 4 — see the full table here) to qualify under that metric. People who participate in programs including WIC, CalFresh/SNAP, Medicaid/Medi-Cal, and Supplemental Security Income (SSI) are also eligible. Learn more and find out if you qualify at this link. Family Electric Rate Assistance Program: FERA gives income-qualified customers an 18% discount on their bills. Eligibility is based on gross annual household income and household size. Eligibility for households of 1 to 2 people is a gross income between $42,301 and $52,875; $53,301 to $66,625 for a household of 3, and $64,301 to $80,375 for a household of 4, with higher limits for larger households — see the full list at this and CARE share one application, so if you file it you'll find out whether you qualify for either program. Click this link to fill out the application online. Medical Baseline Program: If you or another full-time resident in your home relies on energy for a medical need — for instance, if you use a respirator, oxygen generator, powered wheelchair or other electricity-powered mobility device, dialysis machine, apnea monitor or hospital bed, or depend on heating or cooling for conditions like multiple sclerosis or scleroderma — you are eligible to receive an extra monthly allotment of energy at the lowest price on your rate program in addition to your regular baseline allowance. In other words, you can get cheaper energy — roughly 500 kilowatt hours (kWH) of electricity and/or 25 therms of gas per is based on medical need, not income. Your doctor must complete a form for your application. See more qualifying devices and conditions and learn how to apply at this link. There are also programs for debt forgiveness and for one-time help with paying utility bills. Relief for Energy Assistance through Community Help: If you're low-income and you've received a notice threatening to disconnect your PG&E service for nonpayment, REACH offers up to $300 in credit toward your past-due bill. Income eligibility requirements are the same as the CARE program. Apply for assistance through the Dollar Energy Fund at this link. Match My Payment: If you have at least $100 in PG&E bills past due and make up to 400% of the federal poverty limit (up to $84,600 for a household of 1-2 people), you may be eligible for a program where PG&E matches up to $1,000 in payment toward those bills. Customers who are enrolled in payment plans are eligible for this matching program. See income limits and apply for the match program at this link. Low Income Home Energy Assistance Plan: LIHEAP is a federally funded program that provides one-time assistance for low-income households to pay energy bills, as well as weatherization services to make your home more energy 866-675-6623 or visit this link to learn more about LIHEAP eligibility and what aid is available. Arrearage Management Plan: If you are enrolled in CARE or FERA and are still very behind on PG&E bills (more than 90 days past due and more than $500 owed for gas and electric service), you may be eligible for AMP, a program that forgives up to $8,000 in debt after a year of on-time payments. Learn more about the program at this link, or call 877-660-6789 to apply by phone. Show answer + Why do I see multiple rates changes in one billing cycle? You might be looking at a bill during a period where a rate change went into effect. The California Public Utilities Commission approved six PG&E rate increases just in 2024, and two more so far this year. But if you're seeing multiple changes to the rate you pay, you might be looking at a bill with time-of-use pricing. See the next answer for more information on what that means, how to figure out if it benefits you, and how to opt out of it if it doesn't. Show answer + What is 'time of use' pricing, and can I opt out of it? 'Time of use' pricing basically means you pay more to use power when lots of other people are using it — and less at times of lower demand. The idea is to encourage customers to use less energy on things like air conditioning, electric car charging and running appliances like a dishwasher or clothes dryer at peak times so the power grid doesn't get overloaded. That peak time is late afternoon and early evening, when people are getting home from work and school. So taking advantage of TOU pricing might mean adjusting your habits and waiting to turn on the dishwasher or start charging your car until later in the day. Within TOU pricing, there are three tiers: One that charges a higher price between 4 and 9 p.m. every day of the week (E-TOU-C); one that charges more from 5 to 8 p.m. on weekdays (E-TOU-D); and one that charges a higher rate between 4 and 9 p.m. on weekdays (E-TOU-B). Log into your PG&E account and visit this link to see the rate analysis tool that can help you pick the plan that will save you the most money. You do have the option to opt out of TOU, or to switch between TOU plans to pick the one that best fits your energy usage. You can go online to your PG&E account and click 'Manage Your Rate Plan,' or call PG&E at (877) 660-6789 to ask to switch. Show answer + How does Net Energy Metering work? Net Energy Metering is a program for rooftop solar customers. Basically, PG&E tracks how much energy you use for your property and how much you generate with your solar panels. The difference every month is the 'net energy.' If you produce more than you use and send some back to the grid, you're eligible to be compensated for it through the Net Surplus Compensation program. PG&E compensates NEM customers once per year for the excess energy they've sent back to the grid in what it calls the 'true-up' payment. Every month that you send power back to the grid, you accrue 'net surplus compensation credits.' If there's a month where you use more electricity than your panels generate, you can have those credits applied to your bill instead of paying for excess power from PG&E. Once every 12 months (the specific month varies based on when your service started), PG&E determines how much power you sent back to or used from the grid, and you'll either receive a payment for the energy you generated or owe money for the energy you used. The NEM program has changed significantly since it was first implemented — it's less of a good deal for solar customers than it used to be. In what was known as 'NEM 1.0,' customers were paid market rates for the energy they exported back to the grid. As of 2023, we're in NEM 3.0, and customers only get paid the 'avoided cost value' for PG&E, as calculated by the California Public Utilities Commission. Solar customers used to earn about 30 cents per kilowatt-hour sent back to the grid; customers who enrolled in NEM after the beginning of 3.0 will earn an average of about 4 cents per kilowatt-hour, according to PG&E. Show answer + Some of my energy comes from a non-PG&E company. Does that make my bill higher or lower? You might see charges on your bill for something like Sonoma Clean Power, Pioneer Community Energy or CleanPowerSF. These are community choice aggregators, which allow cities and counties to purchase or generate electricity for residents and businesses. PG&E partners with these CCAs to deliver the electricity and do meter reading, billing and outage response services. Whether it's cheaper or more expensive depends on which CCA it is. If you're a CCA customer, you receive an annual mandated notice of the rates. The California Public Utilities Commission lists rates for all California CCAs online at You can enter your city, county or ZIP code and hit 'search' to see what you'll pay for each type of plan. For instance, the CPUC's rate chart says the average PG&E base plan customer in Sonoma pays an average of 42 cents per kilowatt-hour, or $176 monthly for electricity; a Sonoma Clean Power — Clean Start customer pays an average of 40 cents per kWh, or $171 per month. Show answer + How accurate are automated meters that aren't verified in person? When you were growing up, your house probably had an analog meter that needed to be read in person. Today, according to the U.S. Energy Information Administration, about 3 in 4 American homes have advanced metering infrastructure — so-called 'smart meters,' which automatically transmit real-time data to your utility company. Smart meters have a lot of advantages over the old-school kind: You can see how much energy you're using every day with breakdowns by the hour. Smart meters can alert your utility right away if your power goes out. And no one has to come into your yard to read them. The California Public Utilities Commission says smart meters 'give consumers greater control over their energy use' by allowing people to see how much energy they're using at a given time and decreasing that usage if they want to or are able to. Any piece of electrical equipment can malfunction, but in general, smart meters are accurate. They have to comply with accuracy standards set by the American National Standards Institute. They do need to be replaced when their batteries start to wear out: In 2023, PG&E said it was in the process of replacing 3 million of those meters — but some customers reported sky-high bills based on estimates in the meantime. In 2010, the California Public Utilities Commission had an independent side-by-side analysis of smart and analog meters conducted. It showed the smart meters were accurate. Jennifer Robison, a spokesperson for PG&E, said you can trust what you see from your smart meter. 'Our smart meters are accurate,' she wrote in a statement. 'We randomly test meter accuracy based on state regulations. Our meters also provide real-time alerts whenever there are potential issues, and we promptly investigate if they stop communicating with our Operations Center. This allows us to quickly address potential metering issues. If we find a meter is inaccurate, we will replace the meter and apply billing corrections for the customer.' If you don't believe what you're seeing, PG&E has two ways for you to verify it, Robison said: 'For customers who request a meter accuracy test, we offer to test the electric meter on-site or invite them to come see a test at our meter plant.' Lee Trotman, communications director for The Utility Reform Network, suggested a reason people felt like their bills shot up with smart meters: Their analog meter was wrong. The accuracy of analog meters degrades over time as the equipment wears out. People might have been getting billed for less power than they were actually using. He said he'd heard from a condo owner in Redondo Beach whose monthly electrical bill had been $1.95 a month — definitely not right. 'Thousands of customers had these super-low bills' before the smart meter rollout, he said. Once the more accurate smart meter was installed, their bills increased accordingly. Show answer + Why do I sometimes get a bill for $0? This is a tough one to answer without looking at your bill, said Jennifer Robison, a PG&E spokesperson. But the most likely answer is that you got the state climate credit. Every April, there's one for natural gas users; the electric one goes out for October bills. Last year's PG&E customer climate credit for electric power was $55. If the dollar amount of your total service was less than that, you would have gotten a bill for $0. Another possibility: If you're a rooftop solar customer, you might have generated enough power on your own that you didn't need to draw any from the grid. That means you won't pay anything. Show answer + Understanding your bill Example 1: Electricity and gas from PG&E Here's a PG&E bill for a home in San Francisco. This customer gets both electricity and gas through PG&E. They're on time-of-use pricing for electricity, which comes from community choice aggregator CleanPowerSF. The background shows: Graphic shows an excerpt from a PG&E bill for a home in San Francisco. Monthly Billing History This customer gets both gas and electricity from PG&E. This chart shows how much of each they've used per month over the past year. The background shows: Graphic shows the 'Monthly Billing History' section in a PG&E bill. California Climate Credit California energy customers, including PG&E customers, receive California climate credits on their bill every April and October. Here's where this customer received theirs for their electric bill. The background shows: Graphic shows the 'California Climate Credit' section in a PG&E bill. Electric Usage This Period This customer is on Time-of-Use pricing, which charges more for electricity during the late afternoon and early evening. This chart shows how much electricity they used every day this month during those 'peak' hours (4 p.m. to 8 p.m. on this plan) and 'off-peak' hours. Minimizing your energy usage during peak hours can help reduce your monthly bills. The dotted line shows the average they used over the course of the month, which can help them pinpoint on which days they used more than normal. The background shows: Graphic shows the 'Electric Usage This Period' section in a PG&E bill. CleanPowerSF Electric Generation Charges This customer uses a community choice aggregator, or CCA, to purchase and generate electricity every month. CCAs partner with PG&E, which handles delivering the energy and managing billing, meter reading and outage response services. So you pay the CCA for the electricity itself and then pay PG&E to deliver it to you. You can see how much your CCA charges compared with PG&E at The background shows: Graphic shows the 'CleanPowerSF Electric Generation Charges' section in a PG&E bill. Your Electric Charges Breakdown This breaks down the total amount of your monthly bill into where each dollar is going. The background shows: Graphic shows the 'Your Electric Charges Breakdown' section in a PG&E bill. Example 2: One customer, two residences This homeowner has two separate residences on one PG&E bill. One home has solar panels and the other doesn't. The background shows: Graphic shows a PG&E bill for a customer with two residences in San Francisco. Your Net Energy Metering Account Summary This customer is on Net Energy Metering, which means they have rooftop solar panels. The electricity you generate with your panels first offsets the energy you use for that month. If you don't generate enough electricity with your panels to offset your usage for the month, you'll pay for additional power. Payment is made or due once per year in what PG&E calls the 'true-up' payment. For this customer, that happens in February. This customer generates more power than they use, so they're on track to owe $0 at the next true-up time. The background shows: Graphic shows 'Your Net Energy Metering Account Summary' on a PG&E bill. YTD NEM charges before taxes If you generate more energy than you use in one month, but use more than you generate the next month, your previous NEM credits are applied to your bill. That's why the 'true-up' only occurs once per year — it lets your credits roll over so you can use them. This person has accrued $220.58 in net surplus compensation credits for the power they've sent back to the grid so far since the last true-up. That amount, minus applicable state and local taxes, will be issued to them at the same time next February if they don't use those credits for excess electrical needs before then. By default, those payments are provided as bill credits, though customers can opt to receive their NEM payment as a check instead. The background shows: Graphic shows 'YTD NEM charges before taxes' on a PG&E bill. Current PG&E Electric Monthly Charges This is a mandatory fee solar customers pay PG&E every month to be connected to the grid. The background shows: Graphic shows the 'Current PG&E Electric Monthly Charges' section of a PG&E bill. Summary of Your Energy Related Services Here are separate line items for the two residences' electricity use. The background shows: Graphic shows the 'Summary of Your Energy Related Services' section of a PG&E bill. This property used 317 kWh of power, generated by CCA Ava Community Energy and delivered by PG&E. The background shows: Graphic shows the part of a PG&E bill reporting how much power used was generated by CCA Ava Community Energy. At this property, solar panels generated 537 kWh of electricity. The customer only paid the fee to be connected to the grid, plus their natural gas bill. The background shows: Graphic shows how a PG&E bill reports fees to be connected to the grid plus a natural-gas bill. Summary of NEM charges 'Net Usage' shows the difference between energy produced and energy used each month. All these negative charges mean this customer's solar panels are consistently producing more electricity than they're using. The background shows: Graphic shows the 'Summary of NEM charges' section of a PG&E bill. Credited to (Debited from) NEM Balance This shows how much the excess electricity generated by the customer's solar panels earned. This customer generated electricity worth $62.95 in addition to offsetting all the power they used in their house this month. The background shows: Graphic shows the 'Credited to (Debited from) NEM Balance' section of a PG&E bill. The Chronicle's most popular stories and best reads of the moment. Sign up This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service By subscribing, you agree to our Terms of Use and acknowledge that your information will be used as described in our Privacy Notice. Credits Reporting by Jessica Roy. Graphics by Todd Trumbull. Editing by Anna Buchmann and Kate Galbraith. Design and development by Valerie Chu. Design and development editing by Alex K. Fong. Powered by the Hearst Newspapers DevHub. Advertisement

Business Insider
6 days ago
- Business
- Business Insider
KFC lost its footing in the Chicken Wars. Now it's gunning for a 'Kentucky Fried Comeback.'
KFC may be down, but it wants you to know it's not out. The legacy fried chicken chain has faced slumping sales and increased competition, lagging behind its rivals in foot traffic and catching flak for being voted among the worst fast-food chicken chains. The company's new leadership team is digging in for a full-blown fried fowl revival with the launch of its "Kentucky Fried Comeback" campaign on July 14, which aims to reclaim KFC's former fast-food fame. "It feels like every competitor wants to be in the fried chicken space, including our sister brands. So it is the place to be," Catherine Tan-Gillespie, president of KFC US, told Business Insider. "But, like many legacy and incumbent brands, we've kind of lost a bit of ground — we hadn't lost our grit, but we had lost a bit of ground." Tan-Gillespie, a 10-year KFC veteran who previously served as its Chief Marketing Officer and Chief Development Officer, was named President of KFC US, effective April 1. Alongside the chain's new CEO, Scott Mezvinsky, who was appointed to the role in January, Tan-Gillespie is aiming to rejuvenate the 72-year-old chicken chain. In the first week of the comeback promotion, driven by a deal offering a free 8-piece meal with a $15 purchase, Tan-Gillespie said the company had seen "a record-breaking surge in KFC Rewards sign-ups and app downloads, plus unprecedented digital traffic," including the chain's "biggest week ever for digital sales and digital transactions." "This is just the beginning of our comeback," Tan-Gillespie said. "And we couldn't be more excited about what's ahead." The 'Kentucky Fried Comeback' In total sales, KFC has, for more than a decade, trailed competitors like Chick-fil-A and Popeyes. In June, it lost its third-place footing to the relative newcomer Raising Cane's, a 28-year-old chain that CNBC reported ballooned past $5.1 billion in sales in 2024. In the same period, the Colonel's annual same-store sales decreased for the fifth quarter in a row. The American Customer Satisfaction Index found that KFC also posted poor consumer satisfaction results, slipping 5% in 2024. Earlier this month, Yelp released a ranking of the top 20 chicken chains serving chicken sandwiches nationwide, and KFC came in 18th place among consumers. The legacy chain didn't break the top 5 in any region across the US. The chicken chain's first phase of its comeback plan features a new addition — fried pickles — to its expansive menu, which currently includes buckets, bowls, and combo meals of its fried chicken, as well as adjacent offerings like pot pies, waffles, tenders, nuggets, and sandwiches. While the chain bets on new menu innovations, it's also pushing a nostalgic vibe, with a resurgence of the chain's figurehead, the Colonel, in marketing materials. Matty Matheson, the Canadian celebrity chef known for his role in the acclaimed Hulu series "The Bear," will likewise star in a series of ads promoting the fried chicken chain. Though Matheson is a burgeoning icon for Gen Z fans, Tan-Gillespie said his work as a spokesperson isn't about bridging a generational divide among KFC's consumers. "We don't tend to think too much in sort of ages, I think we're a brand for everybody," she said. Instead, Matheson "was just a perfect pairing" for the brand. Though details have yet to be formally announced, Tan-Gillespie said to expect a series of forthcoming renovations to KFC's restaurants, which will give the chain a physical facelift to support its reinvigorated brand identity. "It may not be exactly super, super sexy, but it's very simple: it's listening to what our customers want and giving it to them," Tan-Gillespie told BI. A promising strategy — if it's played right R.J. Hottovy, head of analytical research at the location intelligence and foot traffic data software firm, told Business Insider that the menu changes, free chicken promotion, and the new marketing campaign should help boost brand awareness in the short term, but it's a long road for KFC to restore its place in the chicken chain pecking order. "The category remains fiercely competitive, and a true comeback will ultimately require more substantial enhancements to its menu, marketing, and real estate strategies," Hottovy said. data recorded during the week of July 14th — which marked the launch of the comeback campaign — showed foot traffic at KFC locations nationwide down 0.1% compared to last year. While still a dip, that's a marked improvement from the week prior, when visits were down 2.7% year-over-year, suggesting the turnaround might just be starting to sizzle. Michael Della Penna, the chief strategy officer of the digital advertising and real-time marketing firm, InMarket, told Business Insider that KFC's relaunch, which builds on initiatives the brand has been promoting over the last year, is "doing a couple of things really right." The chain recently relaunched its 2000-era meal deals — rightly, Della Penna said, since combo meals are proven to be successful in terms of driving purchases — and new sauce-forward chicken tenders capitalize on "the hot and spicy craze" popularized by Gen Z, broadening KFC's appeal to younger audiences. Matthew Barry, Euromonitor International's Global Insight Manager of Food, Cooking, and Meals, told Business Insider that loyalty programs are also a big incentive for customers, making it a good move by KFC to lean in. "That locks customers in to get to those values," Barry said. "And that does not necessarily mean the cheapest thing. When I go out in this climate and I spend the money, the question is: Am I getting value for it? Because if I'm going to go out, it's got to be worth it for me." With consumers more price-conscious and with more options than ever, KFC has to ensure it is attractive to the broadest possible audience while maintaining the reputation that helped grow it to over 30,000 restaurants around the world, Usha Haley, chair in international business and professor of management at the Barton School of Business at Wichita State University, told Business Insider. "Brands need to maintain their legacy image while simultaneously appealing to a younger audience," Haley said."Tread carefully is the advice I give."


Business Wire
22-07-2025
- Business
- Business Wire
DraftKings Makes Royal Debut in Online Sports Betting and iGaming Industry, While Bluesky Receives Highest Social Media Score Ever, ACSI Data Show
BUSINESS WIRE)--According to the American Customer Satisfaction Index (ACSI ®, video streaming stumbles 1% to a score of 78 (on a 100-point scale). Social media (74) and subscription TV (70) are unchanged, and online sports betting and iGaming debuts with an ACSI score of 76. The winners in this increasingly competitive environment will be the ones who can seamlessly integrate technological innovation, personalized engagement, and clear value propositions. Share While satisfaction with digital entertainment is mostly steady, these industries must find new ways to add value and variety to keep customers happy in an uncertain economy. 'Right now, we face a critical inflection point across digital entertainment and betting platforms,' says Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the ACSI. 'Consumers are no longer just seeking services. They're demanding comprehensive, intuitive experiences that respect their time and wallet. The winners in this increasingly competitive environment will be the ones who can seamlessly integrate technological innovation, personalized engagement, and clear value propositions." Paramount+, Peacock, and YouTube Premium share video streaming lead Three brands — Paramount+, Peacock, and YouTube Premium — sit atop the video streaming industry with scores of 80 apiece. The former improves 3% year over year, while the latter two are unchanged. All three leading platforms receive strong scores for overall quality and value. Last year's leader Amazon Prime Video slides 4% to meet Netflix (unchanged) at 79. HBO Max (unchanged) and Hulu (down 1%) are next at 78 each, followed by three platforms with scores of 77: Apple TV+ (down 3%), Hulu + Live TV (unchanged), and YouTube TV (up 1%). ESPN+ tumbles 8% to 69, finishing last. While it exclusively offers sports content, its catalog is limited, especially compared to platforms that pair live sports with original programming and full libraries. It only offers limited NFL coverage, and MLB will be done on the platform after the 2025 season. Along with the overall drop in industry satisfaction, all aspects of the customer experience show small declines or no change. Mobile app quality remains the highest-rated aspect of the customer experience despite slipping from 86 to 85. The range of sports programming is the lowest-rated metric by a wide 5-point margin. 'As streaming price increases surpass inflation, brands must manage the dynamic between the quality of their service and its cost,' adds Morgeson. 'In an already saturated market, video streaming services will need to find a balance between preserving a broad appeal and offering a unique experience at a price point that resonates with both old and new subscribers.' The device matters … and so does optionality ACSI finds that the device consumers use for streaming impacts the overall experience. Consumers that use a smart TV or a dedicated streaming device are the most satisfied with scores of 80. The least satisfied are smart TV box users at 74. Additionally, many consumers subscribe to both video streaming and traditional subscription TV — and these cord-stackers are the most satisfied at 80. Cord-cutters, who have given up subscription TV, follow with an ACSI score of 79. Verizon Fios maintains stronghold on subscription TV While several brands show significant movement, both positive and negative, the top of the leaderboard remains unaffected. Verizon Fios decisively defends its number-one spot with an ACSI score of 78, widening its lead following a 4% year-over-year improvement. Spectrum posts the largest gain, jumping 5% to second place among the reported brands at 69, while Xtream tumbles 7% to a score of 62, sharing last place with Optimum (unchanged). Like video streaming, all customer experience metrics for the subscription TV industry decline or remain stagnant. Picture quality and mobile app quality top the list at 81 apiece. Call center satisfaction is dead last, unchanged at 68. Customer service metrics like the courtesy and helpfulness of staff and the speed of transaction are among those that experience multipoint declines. DraftKings wears the online sports betting and iGaming crown DraftKings (78) edges out BetMGM (77) and FanDuel (76) in the industry's inaugural measurement. These three operators have put a modest gap between themselves and ESPN BET and Fanatics, each scoring 73. Caesars, the final reported brand, finishes last with a score of 69. Mobile app quality tops the list of customer experience benchmarks at 80 — which shouldn't be surprising considering online sports betting and casino games rely heavily on the mobile user experience. Several other fundamentals — mobile app reliability, privacy, and ease of navigation — are just a point lower at 79 apiece. In an industry poised for exponential growth, operators are battling to find ways of providing an engaging experience with high-tech resources, access to valuable information, personalization, and helpful tools. New AI integrations that assist players in their wagering strategies and the option to use cryptocurrencies for payment, for instance, are just some of the ways companies are trying to differentiate themselves and bring in more users. Bluesky makes a big statement in the social media space Bluesky debuts with the highest ACSI score ever recorded in the social media industry at 82. It leads second-place Pinterest (up 5%) and YouTube (up 1%) by 4 points. The fact that Bluesky has not yet introduced ads certainly works in its favor. The decentralized platform has so far maintained its 'friendlier' reputation with users despite the inevitable moderation issues that accompany massive influxes of users. One of the other newcomers, Nextdoor, finishes at the other end of the spectrum with a score of 64. It trails the next lowest-rated sites, Facebook and Truth Social, by 6 points. Although Nextdoor can be a great place to organize neighborhood events or find a sitter, it can also become a platform for neighborhood squabbles and intrusive advertising. Several brands outside of Pinterest show substantial satisfaction gains this year, Snapchat and X each jump 6% to 72 and 73, respectively. Pinterest's efforts to improve both personalization and its user interface are helping secure a new demographic of young users. Snapchat's gain comes from usability improvements to its platform and a return to its messaging and picture-sharing roots. X's improvement is driven in part by changes to the composition of its user base after many left for Bluesky. Contrary to other industries covered in this study, several customer experience metrics improve for social media. Despite ranking at the bottom of the list, ad-related metrics account for much of the positive momentum, alongside key usability metrics. Privacy, relevance of content, and ease of uploading and editing photos and videos are among the metrics that decline. Moving forward, social media networks should focus on finding a balance between ads, targeted content, and user-selected content while increasing perceptions of privacy. The ACSI Entertainment Study 2025 is based on 24,879 completed surveys. For the subscription TV and video streaming industries, customers were chosen at random and contacted via email between April 2024 and June 2025. For online sports betting and iGaming, customers were contacted between November 2024 and June 2025, while social media users were contacted between July 2024 and June 2025. Download the full study and follow the ACSI on LinkedIn and X at @theACSI. No advertising or other promotional use can be made of the data and information in this release without the express prior written consent of ACSI LLC. About the ACSI The American Customer Satisfaction Index (ACSI ®) has been a national economic indicator for over 25 years. It measures and analyzes customer satisfaction with about 400 companies in about 40 industries and 10 economic sectors, including various services of federal and local government agencies. Reported on a scale of 0 to 100, scores are based on data from interviews with roughly 200,000 customers annually. For more information, visit ACSI and its logo are Registered Marks of American Customer Satisfaction Index LLC.

Miami Herald
15-07-2025
- Business
- Miami Herald
Popular chicken chain is begging customers to give it another chance
What began as a humble chicken shop in a small town in Kentucky in 1930 has grown into a globally known fried chicken restaurant chain with over 31,000 locations worldwide. However, heydays don't last forever. Don't miss the move: Subscribe to TheStreet's free daily newsletter Yum! Brands' (YUM) Kentucky Fried Chicken (KFC) has recently undergone multiple business changes to stay relevant amid growing competition and an ever-evolving consumer market. Late last year, the chicken chain opened Saucy!, a pink and orange spinoff restaurant that looks nothing like KFC's original branding. It focuses on a larger sauce selection, crispy chicken tenders, sandwiches, and an expanded beverage menu. Related: Popular chicken chain brings back beloved menu item after 7 years This year, KFC even relocated its headquarters from Kentucky to Texas after nearly 30 years in its home state. Unfortunately, these massive shifts weren't enough for the chicken chain to reverse its declining numbers and regain market share. Although KFC's international market continues to see growth, it has faced some tumultuous slowdowns in its U.S. sector over the past year, with system sales down 5% for the full year of 2024 and same-store sales declining 5%. Last month, the American Customer Satisfaction Index released its yearly Restaurant and Food Delivery Study for 2025, and KFC's results didn't pan out as the chain expected. More Food News: Forget burgers, Walmart's hot dog chain partner plans huge expansionLittle Caesar's makes move to win Domino's, Pizza Hut customers Chick-fil-A led the chicken race for the 11th year in a row with a score of 83, but KFC declined 5% to 77 due to growing competition from rising chains like Raising Cane's and Popeyes. However, KFC is not ready to give up its legacy and is now eyeing a major comeback by returning to its roots and asking for consumers' help. KFC is begging consumers to give it another chance by inviting them back to its stores to taste its chicken. The chain aims to launch a new era focused on improving its food and operations to reverse declines and boost sales. However, after losing so much market share to other chicken chains, KFC needs customers now more than ever, and to bring them back to its doors, it's making a very tempting offer. Related: After streamlining menu, Starbucks needs fans' help to liven it up "We're well aware of the latest fried chicken rankings, and I'm fired up to launch a bold Kentucky Fried Comeback and remind America exactly who we are. If people can give their ex a million second chances, I hope our fans can give us one," said KFC U.S. President Catherine Tan-Gillespie in a press release. To make this proposal more enticing, KFC is offering customers free buckets of chicken through its app so they can try its new and improved chicken. The chicken chain is also rolling out various in-app deals and expanded rewards, giving loyal customers even more ways to earn points and score free fried chicken. "By listening to our customers and addressing feedback, we'll reclaim our rightful place in the fried chicken game we started. Come back and give us a shot - your first bucket's on us," said Tan-Gillespie. As its primary strategy, KFC is doubling down on its Original Recipe chicken, which has improved its taste and customer satisfaction scores in the past. The chicken chain also returns Colonel Sanders to its advertising to foster familiarity with the brand it once was, but with an angered expression to show his disapproval of KFC's downfall. Related: Veteran fund manager unveils eye-popping S&P 500 forecast The Arena Media Brands, LLC THESTREET is a registered trademark of TheStreet, Inc.


USA Today
01-07-2025
- Business
- USA Today
Sparklight internet plans and prices
Sparklight internet, formerly known as CableOne, is a cable internet provider offering service in 21 states. Sparklight offers a wide range of plan options, so you should be able to find a Sparklight internet plan that's suitable for your household internet needs. Sparklight cable internet plans range in download speeds from 100 Mbps up to 1 Gbps. Currently, Sparklight is rolling out its fiber internet offerings in eight cities across both Arizona and Texas. If you live in one of those areas and have an ultra-connected home, a fiber plan may be worth considering to avoid any lag or buffering. Customers rated the provider highly in the 2025 American Customer Satisfaction Index (ACSI), with Sparklight and Spectrum tying for third place. Read on to learn if Sparklight home internet is right for you. Top Sparklight cable internet plans Sparklight cable markets offer internet plans with speeds from 100 Mbps to 1 GB, starting at $41.95 a month. Sparklight is rolling out fiber internet options, currently in eight areas of Texas and Arizona combined. Which Sparklight plan is right for you? Sparklight has multiple internet tiers that can work well for light, average or ultra-connected homes. Sparklight cable also offers business internet and prepaid plans. Determine your required speed and a comfortable budget with the help of our analysis here. Sparklight 100 Mbps This is Sparklight's most basic plan, and it's best for households with light internet use. It has download speeds of up to 100 Mbps and upload speeds of up to 20 Mbps. Pros: Cons: Sparklight 300 or 600 Mbps Sparklight's middle-tier plans are good for online activities that need average to medium-high speed or households with around 10 devices connected at one time. Pros: Cons: Sparklight 1 Gig This is Sparklight's fastest and most expensive cable internet plan. Pros: Cons: Sparklight fiber internet plans Sparklight fiber internet plans are only available in eight communities across Arizona and Texas. Fiber plans have equal download and upload speeds, making them ideal for those who need to upload videos, large files, photos and more. Sparklight offers fiber internet plans ranging from download/upload speeds of 300/300 Mbps to 6,000/6,000 Mbps. Check here to see if Sparklight offers fiber plans in your area. Sparklight internet availability Sparklight is available in 21 states, including: Alabama, Arizona, Arkansas, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Louisiana, Minnesota, Mississippi, Missouri, Nebraska, New Mexico, North Dakota, Oklahoma, Oregon, South Carolina, Tennessee and Texas. Sparklight fiber is being rolled out in parts of the following communities: Sparklight additional fees You may be charged fees for the following: Sparklight internet bundles Sparklight offers bundle deals for TV, internet and mobile. Sparklight vs. top competitors Other internet service providers (ISPs) commonly found in the same area as Sparklight include fiber providers, 5G internet and satellite service. Sparklight pricing is lower than most of its providers and often has some of the cheapest internet plans in its market regions. Sparklight customer service Sparklight bill pay Frequently asked questions Sparklight cable internet prices range from around $42 to $65 a month for its starting prices, with autopay and paperless billing discounts applied. Prices vary and may change at any time. Sparklight is primarily a cable internet provider in 21 states; however, it is currently rolling out fiber internet offers in eight communities across Arizona and Texas. Contributing: Lisa Iscrupe, Hannah Whatley, Allconnect