PR5 Customer Satisfaction

Percentage

F2008

F2009

F2010

F2011

F2012

Customer Satisfaction Index
Target

80

80

80

83

83

Actual

90

90

90

89

 
Billing Accuracy
Target

NR

98.2

98.2

98.2

98.2

Actual

NR

98.5

98.5

98.5

 
First Call Resolution
Target

NR

66

71

71

71

Actual

NR

75

74

73

 


BC Hydro maintains a minimum threshold target of 83 per cent for CSAT to ensure we have strong customer support. BC Hydro achieved an 89 per cent overall customer satisfaction rating for fiscal 2011.

Benchmarking enables BC Hydro to understand our performance relative to customer perceptions, leverage efficient customer service practices, and understand what our customer needs are. Benchmarking results to date demonstrate BC Hydro compares well against both non-electric utility service providers and other electric utilities. Most recently, in the JD Power 2010 Canadian Electric Utility Residential Customer Satisfaction Study, BC Hydro ranked second out of seven other Large Segment Utilities in Canada, based on an overall satisfaction.

Billing accuracy is a core expectation of customers. We have therefore set our targets to deliver consistently high performance. For fiscal 2011, the Billing Accuracy target has continued to meet or surpass Service Level Agreement levels.

The First Call Resolution (FCR) measure assesses customer service operations as a whole in terms of accurate and timely information flow, agent capability and quality, and a satisfying customer experience at a transaction level. For fiscal 2011, FCR has continued to remain stable and above target.