CUSTOMER SATISFACTION SURVEY (CSS) 2005

THE TATA POWER COMPANY LIMITED

CUSTOMER SATISFACTION SURVEY (CSS)

• The Overall Customer satisfaction index (CSI) for TPC has jumped from 77 in the last year to 85 in the current year.

• TPC continues to hold the leadership position amongst the licensees in Mumbai area.

• Bench marking with Ahmedabad electric company

Overall CSI for AEC is 84 against 89 of TPC .

Graphic:7.1.1A CSI -Overall (Based on Business Volume)

79

85

77

84

75777981838587

2002-03 2003-04 2004-05

TPC AEC

G

BENCHMARK PERFORMANCE

TRACK AEC (CSI) TPC (CSI)

Overall 84 89

Product 92 92

Service 83 95

Billing 82 97

Tariff 76 87

Bench marking with Ahmedabad electric company (Based on survey done by ACNielsen ORG-MARG), the comparative satisfaction indices (CSI) are as above. As seen from the table above, TPC is better than AEC in all the attributes.

COMPARISON WITH OTHER UTILITIES

TYPE OF CUSTOMERS TPC REL BEST MSEB

HT IND & COMMERCIAL 84 (78) 70 (61) 77 (77) 65 (77)RETAIL INDUSTRIAL 89 (89) 72 (70) 76 (73) 63 (61)RETAIL COMMERCIAL 88 (90) 73 (71) 77 (75) 62 (59)ESS & PUBLIC UTILITY 84 (83) 65 (76) 76 (83) 69LICENSEES 84 (74)OPINION LEADER 87 (87) 77 (72) 80 (85) 66 (63)

RESIDENTIAL 86 (88) 72 (70) 76 (71) 57 (58)

Last year’s overall score of 89 (based on the no. of contacts) corresponds to 77 based on the revenue sharing model. The score of 77 has now gone to 85 for the current year. The table indicates positive trend in CSI for Licensees, HT Ind./Comm, Essential and Public Utilities. However there is a marginal drop in CSI for LT Commercial and the Residential segments. This is probably due to increased no. of simultaneous cable faults in FY04-05 and MERC restricting release of power supply of less than 1000 Kva.

Table below shows segment wise CSI and comparison with other utilities. The figures shown in bracket indicate previous year’s score

Reasons for Increase in CSS from 77 to 85.

• Positive trend in CSI for Licencees from 74 to 84, HT Ind/Comm from 78 to 84., Essential and Public Utilities.from 83 to 84

• Focus Groups formed and meetings held with Licencees, Railways, BMC and BPT.

• Training sessions on Operation and Maintenance of Electrical equipment held for Railways, BMC and BPT.

• Customer Value Improvement Program (CVIP) initiated for C.Rly and W.Rly to ensure customer retention by jointly studying the Power Supply Issues for Railways.

• Apex and sub committees formed.• On line bill view and payment facility introduced for the

Residential segment.• Add on services- free of cost being rendered regularly to

customers for improvement in power factor, improvement of Voltage Profile, Energy Audit etc.

Segment CSI CDSI

Overall Maintained Improved

Licensees Improved Improved

Essential + Public utilities

Marginally Improved

Improved

HT Industrial + Commercial

Improved Improved

LT Industrial Maintained Maintained

LT Commercial Marginal Dip Maintained

Residential Dip Improved

• Some areas of concern for TPC are:– Retail(Household) – Reliability, Bill payment– Retail(Industrial ) – Bill payment– HT (Industrial) – Frequency of interruption,

Technical assistance , Tariff– HT (Commercial) – Quality of power and Tariff

Structure – Essential – Billing Service – Public utility – Metering, Reliability of

power– Opinion leaders – Intimation of of shutdown,

duration of interruption, Time taken to give connection

– Licensees – Consistency in voltage, Arrangement of standby feeders

and Availability of service personnel

Segment wise dissatisfiers

Note:- The values in bracket are for the previous year.

Customer Dissatisfaction IndexTPC REL BEST IND.

HT Ind./Comm. 9(14) 20(41) 27(22) 13(NA)

Essential 6(12) 34 (10) 9(13) 12(12)

Licencees 10(16)

LT Industrial 6(6) 11(9) 10(6) 9(9)

LT Commercial 6(6) 10(10) 7(7) 10(9)

Residential 6(9) 10(10) 8(8) 33(12)

Op. Leaders 4(7) 6(11) 7(11) 8(12)

• The survey covered the following segments• Retail (Residential, Small industrial &

commercial),• HT (industries & commercial), essential &

public utilities, licensees and opinion leaders (Builders, interior decorators, contractors) of TPC, BEST, REL, MSEB.

• The satisfaction indices were measured on the following factors

• Quality of supply• Reliability of power• Services (Power Restoration, Billing, Metering,

Tariff, complaint resolution, response time etc)

• Conclusions of the survey

• TPC is perceived to be the best in all categories

• Quality and reliability are the most important attributes for the customers across all segments

• BEST is the nearest competitor for TPC in Mumbai area across all segments of consumers. (76 %)