Measuring Levels of Customer Satisfaction

Abstract

Although it currently receives few complaints regarding its vegetation control work, TransAlta recently launched a customer survey to measure levels of satisfaction with control methods used, the quality of completed work, explanations given for the work, state of property after crews have gone, and crew work habits. All respondents returning negative comments or questions (six percent of 567 responses) were contacted by TransAlta or its contractors. The survey was a very useful tool for identifying customer service areas needing improvement and used its preliminary results to initiate appropriate staff and contractor training programs.