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  • Overhead_2016Copyright 2016 ScottMadden, Inc. All rights reserved.

    2016 ITC Stakeholder Relations

    Customer Survey Results

    ITC Partners in Business Meeting

    October 12, 2016

  • Copyright 2016 by ScottMadden, Inc. All rights reserved.

    Contents

    Introduction

    Key Findings

    Overall Results

    Highlights by Topic

    Summary

    1

  • Copyright 2016 by ScottMadden, Inc. All rights reserved.

    Introduction

    Survey Objectives

    Understand stakeholder satisfaction with ITC Stakeholder Relations and ITC overall

    Compare current performance to the baseline measurement from 2009 and the 2013 surveys

    Learn about communication preferences

    Solicit ideas for how ITC can add value for its customers

    2

  • Copyright 2016 by ScottMadden, Inc. All rights reserved.

    Introduction (Contd)

    About the Survey

    The survey was launched on Tuesday, May 10, and was closed on Tuesday, June 28

    Survey invitations were sent to 274 stakeholder contacts in various organizations

    A series of reminders and a drawing for gift cards was used to encourage participation

    At the end of the survey period, a total of 69 responses were collected, representing a 25% response rate

    3

  • Copyright 2016 by ScottMadden, Inc. All rights reserved.

    Key Findings

    Stakeholder satisfaction is high, with 91% providing favorable ratings on overall satisfaction with ITC

    The highest scores were given for: ITCs manner in dealing with customers

    Open communication with Stakeholder Relations

    The lowest scores were given for: Accuracy of estimations for unplanned outage restoration times

    Efficiency of billing/account management and construction processes

    Satisfaction from 2013 has improved in many areas, with 15 questions having significant increases

    Only six questions saw a decrease in mean score, but none are significant decreases

    4

  • Copyright 2016 by ScottMadden, Inc. All rights reserved.

    Key Findings (Contd)

    When asked about significant actions ITC could take to provide value to customers, respondent themes include:

    Maintain communication and keep customers informed

    Help customers in controlling costs

    Additional comments include mostly positive statements about ITC

    5

    ITC has improved its service to our company over

    the years and we generally work well together. ITC

    Stakeholder Relations does a good job to get results

    on important issues and get the proper employees

    talking to resolve the issue

    ITC is generally responsive to our company's issues.

    Occasionally it seems like ITC's different departments

    do not communicate with each other or management

    fails to communicate our concerns to the ITC employees

    that need to resolve the concern

    Better cost control. Quit spending

    money just to increase investment and

    focus more on value to end users

  • Overall Results

  • Copyright 2016 by ScottMadden, Inc. All rights reserved.

    Survey Demographics

    The following charts show the demographics of the survey

    respondents:

    7

    What type of entity is your organization?Which of the following most closely describes

    your role in the organization?

  • Copyright 2016 by ScottMadden, Inc. All rights reserved.

    Overall Satisfaction

    The increasing overall satisfaction trend has continued into 2016

    with a mean score of 4.38, up from 4.13 in 2013.

    8

    Overall, I am satisfied with ITC

    4.13

    2013 Results 2016 ResultsMean

    Overall Satisfaction Means, 2009 2016

    4.38

    Mean

  • Copyright 2016 by ScottMadden, Inc. All rights reserved.

    4.53

    4.53

    4.53

    4.58

    4.53

    Highest Scores by Percent Favorable

    Highest scoring areas include support from Stakeholder Relations,

    the Partners in Business Meetings, and quality of service.

    9

    Five Highest Questions (% Favorable)

    Mean

  • Copyright 2016 by ScottMadden, Inc. All rights reserved.

    Lowest Scores by Percent Favorable

    Lowest scoring areas relate to process efficiency and support

    during unplanned outages.

    10

    Five Lowest Questions (% Favorable)

    Mean

    3.88

    3.77

    3.98

    4.02

    4.05

  • Copyright 2016 by ScottMadden, Inc. All rights reserved.

    Significant Increases in Satisfaction

    Satisfaction increased significantly from the 2013 survey in the

    following areas:

    11

    Performance

    When dealing with ITC, I am treated with consideration and respect

    ITC personnel are available to address my problems and concerns

    ITC personnel have a thorough knowledge of their service and policies

    ITC clearly communicates commitments made to me and deadlines

    ITC meets commitments and deadlines

    Communication

    I have open and easy communication with ITC Stakeholder Relations

    I am satisfied with ITC's communication efforts

    ITC Stakeholder Relations stays in touch to keep me apprised of issues

    that may affect my organization

    Quality of Service ITC provides reliable power to its customers

    ITC Stakeholder Relations promptly addresses power quality issues

    Stakeholder Relations

    ITC Stakeholder Relations staff are available when I need them

    My ITC account manager listens, understands, and is prepared to discuss

    my needs

    I am satisfied with the overall performance of ITC Stakeholder Relations

    ITC Stakeholder Relations takes a proactive approach in contacting me

    ITC Stakeholder Relations make decisions with customer needs in mind

  • Highlights by Topic

  • Copyright 2016 by ScottMadden, Inc. All rights reserved.

    ITC Relationship

    All questions about ITCs relationships with stakeholders continue

    to increase from year to year.

    13

    ITC's business model is in

    conflict with public power. It

    is difficult to find a

    compromise that balances

    the need for investment to

    provide a rate of return

    (ITC) and the desire to keep

    customer costs as low as

    possible (public power)

    There has been a

    significant improvements in

    communication during the

    last year. Appears to be

    more of a team effort

    ITC Relationship Means, 2009 2016

  • Copyright 2016 by ScottMadden, Inc. All rights reserved.

    Process Efficiency

    Scores for process efficiency are mostly favorable, but show some

    room for improvement.

    14

    More communication internally

    between ITC's Planning, Engineering

    and Construction groups. There should

    be more follow-through, rather than

    hand-offs

    The construction planning/management

    process seems to take a long time for any

    project that you want to accomplish less than

    2 or 3 years out. If you are working on long

    range planning the process works pretty good

    but near term is another issue

    Mean2016 Results

    4.20

    4.11

    4.05

    4.05

    3.88

    3.77

  • Copyright 2016 by ScottMadden, Inc. All rights reserved.

    Performance

    Survey results regarding ITCs customer service performance are

    favorable, with all eight questions above a mean score of 4.00.

    15

    4.59

    4.47

    4.43

    4.42

    4.35

    4.35

    4.27

    4.18

    2016 Results Mean

  • Copyright 2016 by ScottMadden, Inc. All rights reserved.

    Communications and Partners in Business

    Communication efforts by Stakeholder Relations are positively

    viewed and Partners in Business meetings are considered valuable.

    16

    Partners in Business Means

    2009 2016

    4.56

    4.49

    4.33

    4.33

    4.30

    2016 ResultsMean

  • Copyright 2016 by ScottMadden, Inc. All rights reserved.

    Outages

    Satisfaction with outage scheduling is high and has improved

    Satisfaction with ITCs response to unplanned outages is also favorable but ranks among the lower areas in the survey

    17

    Outage Scheduling Means, 2009 2016 Unplanned Outage Means, 2009 2016

  • Copyright 2016 by ScottMadden, Inc. All rights reserved.

    Interconnections

    A year-to-year increase is seen from all questions except for a

    slight drop in the perception of interconnection process efficiency.

    18

    Interconnection Means, 2009 2016

  • Copyright 2016 by ScottMadden, Inc. All rights reserved.

    Quality of Service and Value

    ITC is rated highly for overall quality, value, and reliability

    Like much of the rest of the survey, there is an upward trend of the mean score from past years

    19

    Mean2016 Results

    4.53

    4.42

    4.38

    4.37

    4.32

  • Copyright 2016 by ScottMadden, Inc. All rights reserved.

    Summary

    Satisfaction continues to rise among Michigan stakeholders, with satisfaction significantly increasing in many surveyed areas

    ITC and the Stakeholder Relations department continue to be highly regarded for their manner of interacting with customers

    The Partners in Business meeting remains a valuable way for ITC to interact with and share information with stakeholders

    ITCs process efficiency is an area of lower satisfaction among stakeholders

    There are opportunities for ITC to improve in a few areas, including: Process efficiency for construction projects

    Accuracy of restoration time estimates

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