Low Consumer Satisfaction

You will agree that customers form the key to any service-oriented industry. The utility-client contacts in electricity business are the highest in comparison to any other service. By there are a few signs of improvement, the concern for customers has been an associatively low priority.

Customer service leaves much to be desired in areas like as providing new connections, solving the problems of supply disruptions or taking care of the issues associating to bills. Electricity Industry in the last few decades has been supplying power to customers under the culture in which the organizations are not "marketing" power but "giving" power.

It is a fact in which there are customers who consume electricity and are reluctant to pay. It is also an actual fact that there are customers who are wiling to pay and do pay, but they do not receive the right attention and service from the suppliers of electricity. That problem is not limited to SEBs. Even the private licensees have to provide required attention to this subject and adopt customer friendly policies and practices.

Low consumer satisfaction also give output from hard process for new consumers, rampant corruption and favours, lack of commercial approach, harassment of even genuine consumers, avoidable litigations, long chain for dispute resolutions,  missing or erratic reconciliation, not enough payment mechanisms, red tape in getting new connections, load enhancements and replacements. The one window exists only on paper and even honest consumers are deterred. There is no business thrust to improve customer satisfaction.

Another purpose for low consumer satisfaction is the poor quality of power being supplied.