One Utilitys Perspective on Service Quality Indices

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One Utilitys Perspective on Service Quality
Indices
Jim Bouford, V.P. Engineering
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SQIs
Not needed in the long term.
Not adequate in the short term.
With us forever.

• Nothing is more powerful in getting utilities to
  perform than valid customer complaints.

• Most short-term change in the quality of
  electric or gas delivery is due to factors
  outside the control of the utility.

• The lack of experienced personnel causes SQIs to
  substitute for judgment.

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What Do SQIs Do?

• Identify a single absolute value on the continuum
  of customer satisfaction

• Provide utilities a target to plan system
  improvements

• Provide regulators, and customer advocates
  assurance that customer service is not traded for
  profits

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What is a Good SQI

• Reflects what customers really want
• Measures OUTPUTs not Inputs
• Based on controllable performance
• Consistent over a long term
• Consistent among utilities in same state
• Drives the utility to the correct decisions

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Reliability Data 1968 - 2006
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Percent Meters Read