pManifold team as part of its new initiative to increase local intelligence and know-how of new proposed 9 Distribution Franchisee sites in Madhya Pradesh, is conducting a methodical stakeholder surveys with more than 1000 samples across 9 districts. The stakeholders includes end-consumers categorised into Residential, Commercial, Industrial and Agriculture; utility ground staff - lineman and substation operators; and utility senior management. More details on the methodology and parameters captured for measuring Customer Satisfaction could be looked at http://web.pmanifold.com/insights/electric-utility-customer-satisfaction-2011.
Some high level capture of important observations when speaking to local utility ground staff in Gwalior city:
- Most frequent problem in the city is of fuse-off calls, which comprises around 70% of the problems for the local lineman.
- On average, a lineman receives approx 30-35 complaints in a day, out of which 20-25 could be attended.
- Use of Air Breaker (AB) switch is only on 20% of DTCs. The results are encouraging to support further augmentation of AB switches in the network.
- Call centre facility for consumers is available for registering complaints.
More detailed observations and results are available in our new series of reports.
Posted by: Kunjan Bagdia @ pManifold