52 Pa. Code § 62.35 - NGDCs with fewer than 100,000 residential accounts

Beginning September 1, 2002, each NGDC with less than 100,000 residential accounts shall report to the Commission the following information in lieu of § § 62.33 and 62.34 (relating to reporting requirements; and customer surveys):

(1) The results of a mail survey of a sample of the NGDC customers who have had interactions with a representative of the NGDC. The survey sample shall consist of every 10th consumer who has contacted the company.

(2) The mail survey shall address the circumstances that generated the customer/company transaction

(3) Each NGDC shall use the same mail survey questionnaire which shall be developed by the BCS with advice from the relevant NGDCs. The mail survey questions shall measure customer perceptions regarding:

(i) Access to the utility.

(ii) Employe courtesy.

(iii) Employe knowledge.

(iv) Promptness and timeliness of the utility representative response.

(v) Satisfaction with the NGDC representative's handling of the interaction.

(4) The mail survey questionnaire shall be mailed to a customer within 30 days of the date that the transaction took place.

(5) The first report on survey results shall be submitted to the Commission on or before September 1, 2002. The September report shall contain survey results from the first 6 months of the calendar year.

(6) The second report shall be submitted on or before March 1, 2003, and shall contain survey results from the second 6 months of the calendar year.

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

Notes

52 Pa. Code § 62.35