52 Pa. Code § 62.34 - Customer surveys

Each NGDC shall report to the Commission the results of telephone transaction surveys of customers who have had interactions with the NGDC.

(1) Purpose. The purpose of the transaction surveys shall be to assess the customer perception regarding the most recent interaction with the NGDC. Survey questions shall measure access to the utility, employe courtesy, employe knowledge, promptness of NGDC response or visit, timeliness of the NGDC response or visit and satisfaction with the handling of the interaction.

(2) Questions. The transaction survey questions shall specifically address the circumstances that generated the most recent transaction. Interaction categories shall include the following:

(i) Credit/collection.

(ii) Billing.

(iii) Reliability and safety.

(iv) Service installation and application.

(v) Service disconnection.

(vi) Other similar interactions.

(3) Uniform data. The NGDCs shall carry out the transaction survey process using survey questionnaires, sample selection procedures, methods of conducting the surveys and any other procedures associated with the survey to provide the Commission with uniform data that can be used to directly compare customer service performance among NGDCs in this Commonwealth.

(4) Timely response. A customer or consumer being surveyed shall be contacted within 30 days of the date that the interaction with the NGDC took place.

(5) Sampling plan. The sampling plan shall be designed so that the results are statistically valid within plus or minus 5 percentage points.

(6) Commission approval. On or before December 1, 2001, the Commission will approve the survey questionnaire, as well as procedures for case selection, sampling, conducting the survey, analyzing results and reporting to the Commission.

(7) Timetable.

(i) The first report on survey results shall be submitted to the Commission on or before October 1, 2002. The October report shall contain survey results, reported by month, from the first 6 months of the calendar year.

(ii) The second report shall be submitted on or before April 1, 2003. The April report shall contain results, reported by month, from the second 6 months of the previous year as well as cumulative 12-month results.

(iii) Thereafter, the NGDC shall submit survey results annually, on or before April 1.

(iv) Each annual report shall contain results reported by month as well as cumulative 12-month results.

Notes

52 Pa. Code § 62.34

This section cited in 52 Pa. Code § 62.35 (relating to NGDCs with fewer than 100,000 residential accounts).