City of Austin Performance Report 2014-15

Customer Satisfaction Index

Measure Description
The Customer Satisfaction Index is a measure of customer responses to satisfaction questions from statistically-valid and reputable surveys. Surveys are conducted with the three primary customer groups – Residential, Commercial, and Key Accounts. Survey respondents represent their customer group and provide a reliable measure of current customer satisfaction. This measure is important to see how satisfied customers are with the utility’s performance so that improvements are customer-centric.
Calculation Method
This measure is calculated by taking the number of positive responses to selected questions compared to total number of responses and then averaging equally across the three customer groups.
FY 2014-15 Results
For FY 2014-15, the goal for this measure was established at 75% positive responses.  Actual performance was 59% positive responses.
Assessment of Results
The chart above illustrates the Customer Satisfaction Index, a measure of customer responses to satisfaction surveys, compared to Austin Energy’s Customer Satisfaction Goal. Overall customer satisfaction was slightly lower than in the past year. By customer type, residential satisfaction decreased from 68% to 59% from FY 2013-14 to FY 2014-15, attributable to decreases in perceptions of Austin Energy working to keep prices down, treating customers fairly and being a trustworthy utility. Key account customer satisfaction also declined from the prior year. Commercial customers reported a slight increase in satisfaction, from 52% to 59%.  Their satisfaction drivers were based on meeting expectations, trustworthiness, value, customer service and communication. This measure is important to see how the utility performs in the eyes of customers so the results can be used for improvements.
Austin Energy employee handing a customer documents
Next Steps
Customer satisfaction is more than just providing reliable service, which Austin Energy has consistently provided over the last several years. Customer surveys show that the most important attributes an electric utility should have that are important to them are reasonable costs, good customer service and environmental awareness along with meeting expectations, trustworthiness, and communication. Recognizing the importance of providing high value, low cost services to all of our customers, Austin Energy is evaluating optimal resource approaches that will minimize customer costs, while meeting environmental objectives. Staff also is undertaking technology and process improvements, seeking to minimize the time required to resolve billing issues and increasing customer outreach and improving communications.
Contact Information
For more information contact JJ Gutierrez, Vice President Customer Care Services, at (512) 322-6596.