1. Customer Requirement Study Customer Satisfaction Study : 2007
and
Customer Satisfaction Study : 2007
Submitted by
Metric, Pune

2. Objectives :
To identify the attributes of relationship that are important from the Consumers’ point of view.
To ascertain the current performance of TATA Power on various aspects and attributes.
To benchmark the performance of TATA Power with respect to key competing organizations.
To recommend action urgent attributes.
To find out overall score with respect to :
Loyalty, Advocacy, Overall Satisfaction

3. Segments Covered Residential : Industrial : Industrial HT
Industrial LT 1
Industrial LT 2
Commercial :
commercial HT
Commercial LT 1
Commercial LT 2
Essentials (Railways)
Public Utilities (MC, Govt., Semi govt.)
Licensees ( Reliance )
Energy Traders
Emerging and Prospective customers –SEZ,
Open access
Opinion Leaders

4. Segments Covered Competition : Residential - Reliance, BEST, MSEB
Industrial LT & Commercial LT combined - Reliance, BEST,
MSEB
Industrial HT & Commercial HT combined - Reliance, BEST,

5. Overall findings of survey

6. Overall findings for TATA Power
Overall Customer Satisfaction Index (Derived)
MetriFacts
MetriFacts

7. Overall Customer Satisfaction Index based on stated score
MetriFacts
MetriFacts

8. Overall CSI Score (Derived) Comparison for 2006 & 2007
Based on Segments
MetriFacts
MetriFacts

9. Overall CSI Score (Derived – Based on Segments) Comparison for 2006 & 2007
MetriFacts
MetriFacts

10. Overall Loyalty and Advocacy
MetriFacts
MetriFacts

11. Segment wise Loyalty and Advocacy for 2006 & 07
MetriFacts
MetriFacts

12. Segment wise Loyalty and Advocacy for 2006 & 07
MetriFacts
MetriFacts

13. Loyalty and Advocacy Scores for TATA Power and Competitors 2007
Loyalty & Advocacy Scores
TATA Power
Reliance
BEST
MSEB
Customer Loyalty for Discoms
8.0
6.4
6.7
Customer Advocacy for Discoms
7.7
5.8
6.6
6.5
Customer Loyalty for Industrial
8.1
6.8
Customer Advocacy for Industrial
7.9
5.9
Customer Loyalty for Essential NA
Customer Advocacy for Essential
7.8
Customer Loyalty for Commercial
8.4
6.9
Customer Advocacy for Commercial
7.6
4.6
Customer Loyalty for Residential
7.4
6.1
Customer Advocacy for Residential
7.2

14. Loyalty and Advocacy Scores for TATA Power and Competitors 2006
Loyalty & Advocacy Scores
TATA Power
Reliance
BEST
MSEB
Customer Loyalty for Discoms
7.9
5.8
7.7
4.9
Customer Advocacy for Discoms
4.8
7.2
4.3
Customer loyalty for Industrial
8.5
6.0
Customer Advocacy for Industrial
8.6
4.7
7.3
5.0
Customer Loyalty for Essential
8.4 NA
Customer Advocacy for Essential
9.0
Customer Loyalty for Commercial
7.5
5.6
5.7
Customer Advocacy for Commercial
7.6
6.7
4.0
Customer Loyalty for Residential
8.2
4.5
Customer Advocacy for Residential
7.8
3.7
Essential segment is not available for competitors

15. Customer Dissatisfaction Index Scores for TATA Power and Competitors 2007
Customer Dissatisfaction Index (CDSI)
TATA Power
Reliance
BEST
MSEB
Customer Dissatisfaction Index for Industrial
2.2
2.4
2.8
3.0
Customer Dissatisfaction Index for Commercial
1.3
6.3 NA
Customer Dissatisfaction Index for Residential
2.1
5.5
4.9
4.7
Customer Dissatisfaction Index for Essential
1.6
Customer Dissatisfaction Index CDSI for discoms – licencees
0.0

16. Customer Dissatisfaction Index Scores for TATA Power and Competitors 2006
Customer Dissatisfaction Index (CDSI)
TATA Power
Reliance
BEST
MSEB
Customer Dissatisfaction Index for Industrial
3.2
5.0
2.5
8.4
Customer Dissatisfaction Index for Commercial
3.4
3.7
3.8
16.8
Customer Dissatisfaction Index for Residential
1.7
2.6
11.0
Customer Dissatisfaction Index for Essential
1.3 NA
Customer Dissatisfaction Index CDSI for Discoms – licencees
1.8

17. Segment wise brief findings based on index of action urgency (IAU)

18. Findings for Industrial HT

19. Findings for Industrial LT

20. Findings for Commercial HT

21. Findings for Commercial LT

22. Findings for Residential (Overall)

23. Findings for Essential

24. Findings for Public Utilities

25. Findings for Opinion Leaders

26. Findings for Energy Traders
Sample n=5

27. Findings for Licensees
Due to small sample size the LIMI and hence the IAU can not be calculated meaningfully. Hence, we are giving attributes based on least satisfaction index for taking action.

28. Findings for Licensees
Atr. Code
Attribute
Satisfaction Index (SI) 9
Restoration during Grid Failure.
75.0 7
Quick response to queries
78.3 17
Educating community in efficient use of energy
80.0 16
Ethical and transparent dealings with all stake holders 4
Quick resolution of complaints
81.4 6
You are made aware of the shutdowns well in advance
84.3 3
Ease of registration of a complaint
85.0 15
Ease in contacting the concerned personnel
87.1 12
Your needs and requirements are well understood
88.6 13
Customer relations are well maintained

29. Expectations of SEZ and Open Access Customers- Emerging Segment
S.N.
Customer Expectations
Frequency 1
Quick Response to Complaints Provision of Quick & good service 7 2
Bigger Awareness about Customers regarding problems 3
Pure electricity 4
Per unit rate should be minimum and comfortable 5
Voltage must be stable all time 6
Good staff members
Proper Service must be available for networking 8
Proper Maintanance for Customers 9
Tariff reading should be Correct

30. Expectations of SEZ and Open Access Customers- Emerging Segments
S.N.
Customer Expectations
Frequency 10
No extra charges includes in bill 1 11
Commercial & Technical flexibility in Time 12
They should be manage terms
to govt & corporation 13
Reliable supply 14
Continuous power with reasonable rate 15
Easy contact to concern Person 16
Company must have Competitive attitude. 17
Every Two or three month person should give the visit to solve the problems 18
No Power failure in working time.

31. CSI Benchmarks