The document discusses a case study of a utility company using customer surveys and research to improve customer satisfaction. It implemented the EUCOPS framework, conducting random sampled surveys to understand customer consumption profiles, satisfaction levels, opinions, and preferences. This provided insights into priority areas for improvement and informed the development of new initiatives and investments. Key benefits included identifying top priorities, measuring initiative effectiveness, and informing strategic decision making.

1. Case Study: Customer
Monitoring for an operating
Distribution Franchisee
Catalyzing emerging business models through
STAKEHOLDER ENGAGEMENT | CONSULTING | RESEARCH
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2. Client situation…
• Client took over the distribution franchisee operations in 2011.
• It faced a tough challenge of managing the local power network
first hand while handling the customers base, opinion
leaders, employees and onlookers who were largely either ‘un-
welcoming’ or ‘un-clear’ about Client’s abilities.
• It faced a severe catastrophic event soon on taking charge, which
crippled a large part of the local power distribution network and
questioned the ability of the company to react and restore supply
to the affected areas. Some sensitive areas were without power for
over 48 hours.
• From the outset and amongst other initiatives, Client wanted to
understand their customer base and what their realistic needs and
expectations were so to better engage with them.
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3. Client’s key questions…
How to improve service delivery and collect timely payments from customers?
•As the 4th objective of a Distribution
Franchisee Agreement is to “Improve
Customer Satisfaction”, how would they
benchmark any improvement in
While they would customer opinions, preferences and/or
satisfaction if they didn’t know what the Delighted & Paying
be busy making baseline was when the licensee was
operating the network? Customer
network side Better Roll out Plan
•What customer perceptions exists on
upgrades, efficienc ‘privatisation’ that they will need to Informed
tackle and change to improve their Better Service Delivery
y improvements brand’s acceptance locally? Who would and
be their local ambassadors to drive the
and customer change of perception? Timely Improved Collection
Decisions Efficiency
service •What customer preferences exists with
improvements, ho respect to ‘modes of payment’, ‘modes
of being contacted’, ‘Bill language’ etc
Improved Theft Control
w would they which would help them plan out or
validate the investments in their new IT
know… systems? Performance
•What network improvements, servicing Management
actions were resulting in improved
service delivery to the customer?
Perception
Management
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4. pManifold’s Solution: EUCOPS Framework deployed as a land based, random
sampled survey executed independently
Consumption Profiling Satisfaction questions on 7 Factors Opinion Questions
 Electricity consumption  ‘Forced Choice’ 5 pointer Likert scale – VS, S, DS, VDS, NA  5 pointer Likert scale – SA, A, DA, SDA, NA
 Profession & Education level  Order of Importance for all Factors  Validation
 Economic status  7 Factors – total 28 Attributes
 Meter type, back up devices, etc
EUCOPS – Electric Utility Customer Opinion Preferences & Satisfaction
1. Unplanned Outages
2. Planned Outages
3. Voltage Stability
4. Safety & Maintenance 7. Ease of New Meter
5. Breakdown Restoration Power Quality 8. Resolution Meter Complaints
& Reliability 9. Resolution Billing Complaints
10. Access to customer service
11. Staff Behavior
27. Capability Company Customer 12. Customer Service Response Time
28. Community Engagement Image Service
CS
13. Advance notice about disruption
14. Advance notice about public work
25. Complaints records 15. Awareness- Energy Efficiency
Information
handling 16. Awareness- Consumer Rights
Access &
Communication 17. Communication Modes
26. Online Accessibility of Record
Records Handling
18. Meter Accuracy
23. Fairness of Price 19. Bill Receipt on Time
24. Value for money Meter Billing 20. Billing Accuracy
Price 21. Easy bill understanding
and Payment
22. Modes of Payment
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5. Our EUCOPS Survey & Research Methodology
Model, Measure, Analyze, Design, Engage & Monitor
F F F QC
Survey Questionnaire Sample Plan Survey GIS Plan Survey Team Training
Inputs • 95% ± 5.3% Confidence • GIS grid allocation covering • 2 days classroom training
• Inputs from all Level at Division Level DCs • 3 days practical on-site
Stakeholders • Coverage of L/M/H Income • Coverage geographically session
Households spread & as per utility issues
QC QC QC
Survey Execution and Survey Data Digitization GIS Mapping Final Analysis
Monitoring • MS Access database • GIS Mapping of • CSI Calculations
• Daily updating by team digitization Respondents • Pattern and Trend
members, Daily data check • Consistency Check • Associating data and Analysis
• Daily customer feedback call KML generations
F F
Management Reporting Final Top Final Reports with
Management improvements.
Presentation Next Steps to ‘Customer
Engagement’
F – Feedback from Client 5
QC – Quality Checks for Survey Data Authentication, Validation

6. Benefits for the Top Management
Overview of what is important to customer and Dashboard view to compare Zones across 7
how they feel they are being served factors of customer satisfaction
Gap between Expectations
& Perception of utility’s
Performance
Power, Quality
& Reliability
20%
15% Customer
Company Image
Service
10%
5%
0%
Information
Access & Rec Communication
Handling
Trend view of improvement in customer’s
satisfaction from baseline
Meter, Billing &
Price
Payment
Weighted CSI (Perception)
Weighted Order (Expectations)
Certain information in this case study has been sanitized due to proprietary reasons.
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7. Benefits for the Strategy / Operations team 1/4…
Identification of Priorities for planning improvements (both Capex and Opex)
Importance HIGH
1.30
Fairness of Price
Customer Priority Matrix
Value for money
1.20
Unplanned Outages
Meter Accuracy
Planned Outgaes
Satisfaction HIGH
Satisfaction LOW
Advance notice about
1.10 disruption
Advance notice about public Bill Receipt on Time
Service Response Time work Billing Accuracy
Resolution Billing
Resolution Meter Complaints Voltage Stability
1.00 Complaints Safety & Maintenance
Awareness- Consumer Breakdown Restoration Easy bill understanding
Rights Capability Modes of Payment
0.90 Complaints Records
Awareness- Energy Efficiency
handling Ease of New Meter Staff Behavior
Communication Modes
Community Engagement
Online Accessibility to
records
0.80
Access to customer service
0.70
40.00 45.00 50.00 55.00 60.00 65.00 70.00 75.00
Importance LOW
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8. Benefits for the Strategy / Operations team 2/4…
Detailed GIS views for 28 attributes to identify specific geographic areas and
customer segment to focus upon
FACTOR I: POWER QUALITY & RELIABILITY
A1: Unplanned outages - How satisfied are you with frequency and duration of unplanned outages?
5/5/2012
Satisfaction Level across different divisions
Zone 3 n= 340
DC Location
Zone 2 n= 345
Copyright (c) pManifold
n= 342
Zone 1
Overall n= 1027
• Localization of customer
issues (28 attributes) relative
0% 20% 40% 60% 80% 100%
to DC location with easy GIS
VS S DS VDS NA
visualisation
Order of Importance
7% • This allows improved
diagnostics by local DC team
53%
and own the end results
40%
• Could allow creating a
L M H
n= 1027 customer satisfaction tied
employee incentive
Key Observations structure
 Around 30% respondents from all 3 zones are
dissatisfied with ‘Unplanned Outages’
 As per customers comments, there is high
problem of ‘Unplanned Outages’ in areas of Zone 3
Relative Order of Importance
 Number of client registered Log Complaints is
higher in Zone 3, matching above CSAT results
LOW HIGH
Overall Zone 1 Zone 2 Zone 3
Inferences drawn from GIS map may not be statistically relevant.
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9. Benefits for the Strategy / Operations team 3/4…
Identification of important customer preferences to facilitate new designs and
investments
e.g. Mode of Payment e.g. Language Preference
100%
Cash 95% 90%
80%
72%
Cheque 6% 70%
60%
Online 2% 50%
40%
Mobile 1% 30%
19%
20%
10%
ATM 1% 10%
0%
0% 20% 40% 60% 80% 100% Hindi Marathi English
Certain information in this case study has been sanitized due to proprietary reasons.
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10. Benefits for the Strategy / Operations team 4/4…
Measure the penetration of the new customer initiatives
Awareness Levels Geographic spread (GIS view)
30.00% 25.32% 23.95% 23.56% 22.88%
25.00%
20.00% 15.48% 14.31% 13.44%
15.00%
10.00%
5.00%
0.00%
Metered Connections -
Know Your Bill
Temporary Connections
Door Step Service
Customer Grievance
Monsoon Campaign
SMS Alerts for Electricity
Redressal Centre
- Festivals
Hawkers
Updates
Customer campaigns
Aware Not aware
Certain information in this case study has been sanitized due to proprietary reasons.
5/28/2012 © pManifold. All rights reserved. 10

11. Further data & analysis prepared for client’s
decision support
Top level Customer Satisfaction Survey Results
•Satisfaction Ranking across consumer categories
•Satisfaction matrix
•7 Factors x 4 consumer categories
•28 Attributes x 4 consumer categories
•Overall Priority matrix – Satisfaction vs. Order of Importance
•Factor wise (7)
•Attribute wise (28)
•Identification of top priority factors/attributes for quick customer satisfaction win
•Identification of consumer category which needs priority intervention
•Identification of factors and attributes with most dissatisfaction
•Consumer category wise Priority Matrix - Satisfaction vs. Order of Importance
•Residential Priority Factor Matrix
•Commercial Priority Factor Matrix
•Industrial Priority Factor Matrix
•Agri Priority Factor Matrix
Customer Opinion and Expectations
•Customer’s preferred payment modes
•Customer’s preferred Communication modes
•Customer’s perception on Distribution Privatization
•Customer’s Expectation from Utility
Key Recommendations
•Radar plot – Customer Expectation vs. Perception
•Top priority areas identification which has high weightage in overall CSI and big gap between Expectation and measured perception
•Executive summary of top actionable items across consumer categories
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12. Key learning drawn by client and next steps
In order to Close the Satisfaction Gap, Utility must manage both Performance and
Perception. Influencing the Many Stakeholders and Environments requires a
clearly defined process and broad Organizational Ownership.
To close CSAT gap and link Account potential impact on
satisfaction to business CSAT, Costs, & Profitability while
drivers, Utility must: developing Initiatives
• Manage both performance and • Focus on high-impact areas that need
perception improvement
• Understand the key drivers impacting • Create initiatives with customer
customer satisfaction performance satisfaction in mind
• Develop strategies and initiatives designed • Understand difference between
to close the gaps perception and performance
• Prioritize efforts to ensure focus, allocate • Conduct best practice analysis
scarce resources, and demonstrate
• Analyze additional customer data
(e.g., complaints)
Certain information in this case study has been sanitized due to proprietary reasons.
5/28/2012 © pManifold. All rights reserved. 12

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for your business to improve and grow!
touch…
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pManifold +91 95610-94490 +91 88056-55069
Community Blog Rahul.Bagdia@pManifold.com Faiz.Wahid@pManifold.com
Articles, technical notes.
India (Main office) USA (Liaison Office)
Power Distribution True
Distributed
Generation
Crystal Plaza, Level 2 2020 Calamos Ct.,
276 Central Bazaar Road, Suite 209
Franchisee
AT&C
Efficiencies
Power
Distribution Ramdaspeth, Nagpur - 10 Naperville,
Community of Interest Franchisee
Maharashtra, INDIA IL 60653, USA
http://www.pmanifold.com Mr. Dinesh Jain
+1 630-853-3520
Connecting talent & Making dinesh.jain@pManifold.com
Local companies discoverable
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