PAKISTAN POWER COMPANY RESHAPES CUSTOMER SERVICE

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Service center addresses consumer complaints
“Our customer satisfaction rate has increased from 43 percent to above 90 percent.”

Aug. 2014—Efficient customer service is critical to success for Pakistan’s power utilities. These utilities bear responsibility to provide continuous, accurate and reliable service to their customers.

At utility field offices, there are no dedicated customer service representatives. Personnel are assigned to man the windows for a few hours and then they return to other duties. Hence, there is little or no continuity in resolving customer issues. Manual and inefficient processes require customers to visit multiple offices to get issues resolved with considerable time lag, resulting in customer frustration and poor satisfaction. A survey conducted by USAID revealed that the customer satisfaction rate was below 50 percent.

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