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Frequently
Asked Questions |
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- What types of questions are asked?
Both quantitative and qualitative questions are asked. Core questions are used to
calculate your percentage of loyal Customers. Qualitative questions focus on service
quality attributes.
- Is it possible to augment the core set of
questions?
Yes it is. Adding a few questions to the survey addressing specific organizational
issues is appropriate. We do however, wish to keep the survey less than 8 minutes in
length.
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- Which utility markets have been surveyed in the
past?
A random sample of utility customers in every province in
Canada are polled to create the national benchmark. Both large and small utilities
participate in the survey. Some of the participants in our surveys include: Toronto
Hydro, Hydro Ottawa, Veridian Connections, Barrie Hydro, Newmarket Hydro, Hydro One
Brampton, Enersource Hydro Mississauga, St. Thomas Energy, BC Hydro, FortisAlberta, Enwin
Utilities, Horizon Utilities, Enmax and many others.
- When will the survey take place?
Depending upon the number of participants we anticipate
that the survey will take place in the months of March and April, 2009.
- What information does the utility have to provide?
Given that we’ll be interviewing 400 of your Customers,
we will need approximately 2,800 names and telephone numbers. Data in spreadsheet format
works well.
- When will the results of the survey be available?
Conducting the interviews is one thing. Producing a report
that synthesizes the qualitative feedback is another. The results will be available late
May, early June 2009.
Should we conduct an employee survey as well?
Gathering employee feedback is important, particularly as
it relates to making operational improvements. We do recommend having a conversation with
a UtilityPULSE representative to ensure clarity of goals and objectives.
Who gets to see our specific utility data?
Only you will receive your specific data and only you
can decide who will get the information within your utility. UtilityPULSE treats
your information in a strictly confidential manner.
Which departments can use the information?
Several departments in your organization can use the
Utility Industry Customer Satisfaction Survey including, administration, public relations,
construction, billing, government relations and maintenance.
In a nutshell, why should we participate?
Utilities have a great reputation for providing consistent
quality service to Customers. Through benchmarking, you will have the opportunity to
develop better practices to ensure that your Customers remain satisfied with your
services. You’ll learn about what is really important to your Customers.
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