How can consumers use the scorecard?
New measures relating to customer experience were recently introduced, so utilities have only begun to collect the data for the 2014 period. Next year’s scorecards will show a more complete picture, and over time, consumers will be able see how their utility is faring year over year, as well as how it compares to other utilities.
The scorecard can be used as a tool for consumers to assess for themselves the value of the service received from their electricity utility. For example:
• When service appointments are booked with my utility, how often did they show up on time?
• How often did my power go out, and how long did the utility take to fix the problem and restore power?
• How successful is my utility at issuing accurate bills?
• Did my utility answer phone calls from customers in a timely way?