CUSTOMER SATISFACTION SURVEY (CSS) 2005 THE TATA POWER COMPANY LIMITED

CUSTOMER SATISFACTION SURVEY (CSS) The Overall Customer satisfaction index (CSI) for TPC has jumped from 77 in the last year to 85 in the current year. TPC continues to hold the leadership position amongst the licensees in Mumbai area. Bench marking with Ahmedabad electric company Overall CSI for AEC is 84 against 89 of TPC.

BENCHMARK PERFORMANCE Bench marking with Ahmedabad electric company (Based on survey done by ACNielsen ORG-MARG), the comparative satisfaction indices (CSI) are as above. As seen from the table above, TPC is better than AEC in all the attributes.

COMPARISON WITH OTHER UTILITIES Last year’s overall score of 89 (based on the no. of contacts) corresponds to 77 based on the revenue sharing model. The score of 77 has now gone to 85 for the current year. The table indicates positive trend in CSI for Licensees, HT Ind./Comm, Essential and Public Utilities. However there is a marginal drop in CSI for LT Commercial and the Residential segments. This is probably due to increased no. of simultaneous cable faults in FY04-05 and MERC restricting release of power supply of less than 1000 Kva. Table below shows segment wise CSI and comparison with other utilities. The figures shown in bracket indicate previous year’s score

Reasons for Increase in CSS from 77 to 85. Positive trend in CSI for Licencees from 74 to 84, HT Ind/Comm from 78 to 84., Essential and Public Utilities.from 83 to 84 Focus Groups formed and meetings held with Licencees, Railways, BMC and BPT. Training sessions on Operation and Maintenance of Electrical equipment held for Railways, BMC and BPT. Customer Value Improvement Program (CVIP) initiated for C.Rly and W.Rly to ensure customer retention by jointly studying the Power Supply Issues for Railways. Apex and sub committees formed. On line bill view and payment facility introduced for the Residential segment. Add on services- free of cost being rendered regularly to customers for improvement in power factor, improvement of Voltage Profile, Energy Audit etc.

SegmentCSICDSI OverallMaintainedImproved LicenseesImproved Essential + Public utilities Marginally Improved Improved HT Industrial + Commercial Improved LT IndustrialMaintained LT CommercialMarginal DipMaintained ResidentialDipImproved

Some areas of concern for TPC are: – Retail(Household) – Reliability, Bill payment – Retail(Industrial ) – Bill payment – HT (Industrial) – Frequency of interruption, Technical assistance, Tariff – HT (Commercial) – Quality of power and Tariff Structure – Essential– Billing Service – Public utility – Metering, Reliability of power – Opinion leaders – Intimation of of shutdown, duration of interruption, Time taken to give connection – Licensees – Consistency in voltage, Arrangement of standby feeders and Availability of service personnel Segment wise dissatisfiers

Note:- The values in bracket are for the previous year. Customer Dissatisfaction Index TPCRELBESTIND. HT Ind./Comm. 9(14)20(41)27(22)13(NA) Essential 6(12)34 (10)9(13)12(12) Licencees 10(16) LT Industrial 6(6)11(9)10(6)9(9) LT Commercial 6(6)10(10)7(7)10(9) Residential 6(9)10(10)8(8)33(12) Op. Leaders 4(7)6(11)7(11)8(12)

The survey covered the following segments Retail (Residential, Small industrial & commercial), HT (industries & commercial), essential & public utilities, licensees and opinion leaders (Builders, interior decorators, contractors) of TPC, BEST, REL, MSEB. The satisfaction indices were measured on the following factors Quality of supply Reliability of power Services (Power Restoration, Billing, Metering, Tariff, complaint resolution, response time etc)

Conclusions of the survey TPC is perceived to be the best in all categories Quality and reliability are the most important attributes for the customers across all segments BEST is the nearest competitor for TPC in Mumbai area across all segments of consumers. (76 %)