2001 Triple Bottom Line Report - BC Hydro

E C O N O M I C I N D I C A T O R S ( C O N T I N U E D )
41. CUSTOMER SATISFACTION RATING FOR CALL CENTRES
ATTRIBUTES BENCHMARK BEST-IN- BEST-IN-
PER CENT BC HYDRO AVERAGE ENERGY CANADA QUARTERLY
Customer Overall Satisfaction 76 67 80 91 1st
Ease of Contact 63 51 71 76 2nd
Call Resolution 80 60 80 80 1st
CSR Courtesy 89 76 89 94 1st
January 2001 survey.
42. PROPORTION OF CUSTOMER CARE CALLS AND SERVICE CALLS ANSWERED WITHIN 30 SECONDS
( AVERAGE OF ALL FOUR CALL CENTRES)
Actual 76
Target 80
43. PUBLIC OPINION
Proportion of survey respondents whose general attitude towards BC Hydro can be summarized as favourable.
FISCAL YEAR
PER CENT 1998/1999 1999/2000 2000/2001
Actual 65 63 59
Target 58 60 60
Actual results were slightly lower than target and previous year largely due to this year’s increase in the natural gas rates and the
misperception of BC Hydro’s role and relationship to BC Gas.
44. CUSTOMER SATISFACTION RATING
T R I P L E B O T T O M L I N E A P P E N D I C E S | 9 2
PER CENT
SCALE: 0 – 10; 0 BEING LEAST SATISFIED RESIDENTIAL COMMERCIAL TOP 1000
Actual 8.0 7.6 7.4
Target 8.0 7.4 7.2
Customer satisfaction rating: 0 – 10 scale, 0 being least satisfied when responding to the question “How satisfied are you with BC Hydro?”