Download - 2016 ITC Stakeholder Relations Customer Survey … · ITC Stakeholder Relations stays in touch to keep me apprised of issues that may affect my organization Quality of Service

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


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


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

3


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

4


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

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


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?


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


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


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


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


ITC Relationship

All questions about ITC’s 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


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


Performance

Survey results regarding ITC’s 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


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


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

17

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


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


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


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

21


Karen Hilton

Partner

ScottMadden, Inc.

2626 Glenwood Avenue

Suite 480

Raleigh, NC 27608

[email protected]

O: 919-781-4191

Thank You

22

mailto:[email protected]

Download - 2016 ITC Stakeholder Relations Customer Survey … · ITC Stakeholder Relations stays in touch to keep me apprised of issues that may affect my organization Quality of Service

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