Utility Customer Service Performance Indicators

$179 / year

This dataset includes the summary of New York State (NYS) Utility Customer Service Performance Indicators which includes Gas and Electric utilities for the years 2009 to 2015.

Complexity

Summary of the New York State (NYS) gas and electric utilities’ customer service performance indicators are shown for each of the last seven calendar years. Reported by the utilities on a uniform basis, these performance indicators allow comparative analysis of customer service, identification of overall trends in customer service, and identification of service deficiencies.
To facilitate the monitoring and analysis of gas and electric utilities’ customer service performance, the Public Service Commission (Commission) directed all gas and electric utilities and to collect and report monthly service data in accordance with the performance indicators, beginning in April 1992. Currently, utilities report performance in the following areas: PSC complaint rate, appointments kept, nonemergency service response time, telephone answer response, adjusted bills, and estimated meter readings. Since they are designed to be reported on a uniform basis, these performance indicators facilitate comparative analysis of customer service on a consistent basis, allow identification of overall trends in customer service and inform Customer Service Performance Indicator design.

Date Created

2015-03-04

Last Modified

2016-11-03

Version

2016-11-03

Update Frequency

Annual

Temporal Coverage

2009-2015

Spatial Coverage

New York

Source

John Snow Labs; Data City of New York;

Source License URL

Source License Requirements

N/A

Source Citation

N/A

Keywords

Utility Customer Service, Electric Utilities, Gas and Electric Utilities, Utility Customer Complaints

Other Titles

Utility Customer Service Performance Indicators 2009, New Yok Utility Customer Performance Indicators, New Yok Utility Customer Service Performance Indicators, NYC Utility Customer Performance Indicators, New York City Gas and Electric Utilities

NameDescriptionTypeConstraints
Performance_YearUtility Performance Yeardate-
UtilityService Providerstring-
PSC_Complaint_RatePublic Service Commission Escalated complaints per 100,000 customersnumberlevel : Ratio
Appointments_KeptPercentage of appointment keptnumberlevel : Ratio
Telephone_ResponsePercentage of calls answered by live representative within 30 secondsnumberlevel : Ratio
Adjusted_BillsPercentage of bills adjusted (recalculated and reissued)numberlevel : Ratio
Estimated_ReadingsPercentage of meters with estimated rather than actual readsnumberlevel : Ratio
Utility_Sort_OrderIndicates Sort Order of the Utility Columnintegerlevel : Ordinal
Performance_YearUtilityPSC_Complaint_RateAppointments_KeptTelephone_ResponseAdjusted_BillsEstimated_ReadingsUtility_Sort_Order
2013O&R0.594.3064.500.304.1080
2014O&R0.597.7059.100.205.4080
2015O&R0.397.0358.850.165.6480
2009O&R0.7100.0066.002.415.9380
2009RG&E1.499.4278.500.421.9690
2010O&R0.5100.0064.502.677.4380
2011O&R0.899.4961.001.6310.6280
2012Mean0.495.6069.900.808.6099
2012O&R0.5100.0064.900.907.5080
2013Mean0.694.8068.500.607.5099
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