Section 113.0609. Customer satisfaction surveys.

 

(1)  Using methods approved by the commission, each municipally owned electric public utility and each investor-owned utility with a customer count of 20,000 or less, as directed by the commission where there is cause to do so, and each investor-owned electric public utility with a customer count greater than 20,000, on an annual basis, shall fund quantitative assessments, made by an independent entity, of the satisfaction of all customer classes with the services they have received from the utility. The results of these assessments shall be filed with the commission. The utility shall provide to the commission a detailed report of the information from any research it has conducted in the past year to help assess:

(a) The satisfaction of the utility's customers with the services they have received from the utility.

(b) The specific new services or alterations to existing services desired by customers.

(2)  This information shall at a minimum include the following:

(a) A detailed description of the methods used to conduct the research and analyze the results.

(b) The results of the research, including mean scores for all variables studied, both for the study sample as a whole and for meaningful sample subgroups.

Cr. Register, July, 2000, No. 535 , eff. 8-1-00; CR 02-027 : am. (1) (intro.), Register December 2002 No. 564 , eff. 1-1-03.