City of Austin Performance Report 2015-16

Austin Energy Customer Satisfaction Index 

Measure Description
The Austin Energy 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 2015-16 Results
For FY 2015-16, the goal for this measure was established at 75% positive responses. Actual performance was 61% positive responses.
Assessment of Results
Overall customer satisfaction was slightly higher than last year. By customer type, residential satisfaction decreased from 68% to 61% from FY 2014-15 to FY 2015-16, attributable to decreases in perceptions of AE working to keep prices down, treating customers fairly and being a trustworthy utility. Commercial customers reported an increase in satisfaction, from 52% to 61%. 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.
Next Steps
Customer satisfaction is more than just providing reliable service, which Austin Energy (AE) has consistently provided over the last several years. Customer surveys have shown that the most important attributes an electric utility should have 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, AE 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 Debbie Kimberly, Vice President Customer Energy Solutions, at (512) 322-6327.