Measuring Levels of Customer Satisfaction

Jan. 23, 2011
In 1986 TransAlta Utilities Distribution Line Clearance began something unprecedented in the UVM business – obtaining signed consents for all VM work. Then in 1989, they did something really risky by asking the customers what they thought of the VM program and in so doing gained useful insight.Read more...

Although it currently receives few complaints regarding its vegetation control work, TransAlta launched a customer survey to measure levels of satisfaction with control methods used, the quality of completed work, explanations given for the work, state of property after crews have gone, and crew work habits.

All respondents returning negative comments or questions (six percent of 567 responses) were contacted by TransAlta or its contractors. The survey was a useful tool for identifying customer service areas needing improvement and used its preliminary results to initiate appropriate staff and contractor training programs....

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