2016 itc stakeholder relations customer survey … · itc stakeholder relations stays in touch to...
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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
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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
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Introduction (Cont’d)
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
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Key Findings
■ Stakeholder satisfaction is high, with 91% providing favorable ratings on overall satisfaction with ITC
■ The highest scores were given for:
• ITC’s 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
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Key Findings (Cont’d)
■ 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
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“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”
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Survey Demographics
The following charts show the demographics of the survey
respondents:
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What type of entity is your organization?Which of the following most closely describes
your role in the organization?
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Overall Satisfaction
The increasing overall satisfaction trend has continued into 2016
with a mean score of 4.38, up from 4.13 in 2013.
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Overall, I am satisfied with ITC
4.13
2013 Results 2016 ResultsMean
Overall Satisfaction Means, 2009 – 2016
4.38
Mean
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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.
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Five Highest Questions (% Favorable)
Mean
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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
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Significant Increases in Satisfaction
Satisfaction increased significantly from the 2013 survey in the
following areas:
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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
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ITC Relationship
All questions about ITC’s relationships with stakeholders continue
to increase from year to year.
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“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
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Process Efficiency
Scores for process efficiency are mostly favorable, but show some
room for improvement.
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“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
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Performance
Survey results regarding ITC’s customer service performance are
favorable, with all eight questions above a mean score of 4.00.
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4.59
4.47
4.43
4.42
4.35
4.35
4.27
4.18
2016 Results Mean
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Communications and Partners in Business
Communication efforts by Stakeholder Relations are positively
viewed and Partners in Business meetings are considered valuable.
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Partners in Business Means
2009 – 2016
4.56
4.49
4.33
4.33
4.30
2016 ResultsMean
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Outages
■ Satisfaction with outage scheduling is high and has improved
■ Satisfaction with ITC’s response to unplanned outages is also favorable but ranks among the lower areas in the survey
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Outage Scheduling Means, 2009 – 2016 Unplanned Outage Means, 2009 – 2016
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Interconnections
A year-to-year increase is seen from all questions except for a
slight drop in the perception of interconnection process efficiency.
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Interconnection Means, 2009 – 2016
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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
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Mean2016 Results
4.53
4.42
4.38
4.37
4.32
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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
■ ITC’s 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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Participating Companies/Organizations
Alpena Power Company
City of Marshall
CMS Energy
CMS Energy DIG
CMS Energy Kalamazoo
CMS TES Filer City
Coldwater BPU
Consumers Energy
Covert Generating Facility/NAES
Detroit Diesel
Detroit Renewable Power
Detroit Water and Sewerage
Department
DTE Energy
Enbridge
Formtech
General Dynamics
Gerdau
Geronimo Wind
Hemlock Semi-Conductor
Huron Casting
Landfill Energy Systems
(LES)/Pine Tree Acres
Lansing Board of Water and Light
LBWL
Marathon Petroleum Company
MCV
Metal Technologies
Michigan Public Power Agency
(MPPA)
Michigan South Central Power
Agency (MSCPA)
Nexteer Automotive Corporation
Palisades Nuclear Plant/Entergy
Praxair
Sebewaing Light & Water
Spectrum Health
Thumb Electric Cooperative
Wayne County Airport Authority
Western Michigan University
WMU
Wolverine Power Supply
Cooperative, Inc.
Wyandotte Municipal Services
Zeeland Board of Public Works
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Copyright © 2016 by ScottMadden, Inc. All rights reserved.
Karen Hilton
Partner
ScottMadden, Inc.
2626 Glenwood Avenue
Suite 480
Raleigh, NC 27608
O: 919-781-4191
Thank You
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