§411.305. Customer Survey Requirements

a)         The survey addresses the following topics:

 

1)         Residential and non-residential screening;

 

2)         Overall satisfaction;

 

3)         Reliability performance;

 

4)         Customer service performance;

 

5)         Understanding of services;

 

6)         Tree-trimming performance;

 

7)         Billing; and

 

8)         Demographics and firmographics.

 

b)         The research objectives for these surveys are to provide the Commission with basic knowledge about:

 

1)         Consumer understanding of electric delivery services and prices for residential, commercial and industrial consumers for each utility;

 

2)         Consumer satisfaction with electric delivery services and reliability; and

 

3)         Changes in understanding and satisfaction over time for residential and non-residential consumers and within subgroups.

 

(Source:  Added at 24 Ill. Reg. 12914, effective September 1, 2000)