Percentage

	F2004	F2005	F2006	F2007*	F2008	F2009
Actual	88%	90%	71%	72%	90%
Target	84%	84%	75%	76%	80%	80%

* measured using a different methodology

Customer Satisfaction Rating, fiscal 2003 to fiscal 2006

Customer Satisfaction Rating was a composite indicator with 30 per cent of the measure drawn from responses in a random survey of all customer segments and 70 per cent drawn from surveys with customers who had a recent service interaction with BC Hydro.

Fiscal 2006 and fiscal 2007

The Customer Satisfaction Rating measures the percentage of customers which scored BC Hydro 8, 9, or 10 ("highly satisfied" as ranked on a 10-point numerical scale) in response to a single "overall satisfaction with service" question. Responses from customers in three major segments (residential, small/medium business, and key accounts) are weighted equally to determine the final composite rating.

Fiscal 2008

Customer Satisfaction (CSAT) is defined as the percentage of customers who rated BC Hydro as "very satisfied" or "satisfied" on a four-point verbal scale across an equally weighted "index" of five key drivers of customer satisfaction. Customers are divided into three segments: residential, small/medium business and key accounts; all three segments are equally weighted and reported as a four-quarter rolling average using a continuous surveying methodology.

BC Hydro achieved 90 per cent overall customer satisfaction rating in fiscal 2008, 10 points above the target of 80 per cent. Customer satisfaction was highest amongst key accounts at 93 per cent, followed by residential at 89 per cent and small/medium business at 88 per cent. BC Hydro's ability to provide reliable power remains a key strength, and is rated highest amongst the drivers, followed by commitment to customer service, efforts to communicate with customers and communities, value for money, and acting in the best interest of British Columbians.

Strong customer satisfaction results can be attributed to a number of factors including increased focus on communication and customer engagement with respect to conservation, rates and outage management, improvements in call center service, efforts to improve system resiliency, a less disruptive storm season resulting in fewer outages and customers continuing to feel they receive value for money for the rates they are paying.

In fiscal 2007, BC Hydro benchmarked customer satisfaction levels against both electric utilities in North America and a group of non-electric B.C. companies with which our customers are familiar. Findings showed BC Hydro's satisfaction level compared favourably, with results in the top quartile.