2015 CS Focus Topic Performance Metrics Customer Service
Statistics Overview June 11, 2015
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An Overview of Oncor 2 Largest T&D utility in Texas; 6 th
largest in the U.S. ~3,400 employees Serving ~10 million Texans 3.3
million metering points 53,469 mi 2 service territory More than
120,000 miles of lines 114,905,829 MWh delivered (2014) Texas
Competitive Market: Competitive Generation Transmission and
Distribution (Regulated) Competitive Customer Service (Retail
Electric Providers)
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Oncor Customer Service Organizationally CEO Senior Vice
President and CCO Customer Operations Market Operations
Communications Market Operations Contact Center Revenue Management
REP and Market Relations Market Operations & Support Market
Performance Oncor Benchmarking is part of the COOs organization
within Business Operations & Services - Performance Management
3
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Regulatory Metrics 4
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INTRODUCTION: PUC Performance Measures Rule The Public Utility
Commission of Texas has a rule relating to Retail Market
Performance Measure Reporting Allows the commission to obtain
information to evaluate the performance of the retail electric
market The performance measure rule has evolved over the years
These key performance indicators are developed to assist the
Commission in its mission to protect customers, foster competition,
and promote high-quality utility infrastructure. 5
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CURRENT PUCT REPORTING Transactions Performance Measures -
Reports volumes only - Includes MVI, MVO, Invoices, Switches Field
Performance Measures - Reports both volume and performance -
Includes DFNP, RFNP, MVI, MVO, Re-reads, Meter estimations 6
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Customer Satisfaction and Experience Metrics 7
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Background & Objectives 8 Studies Conducted by the Market
Performance and Contact Center groups address some of these topics:
Home Energy Efficiency End User Transactional Retail Electric
Provider Low Income Weatherization Large Commercial &
Industrial Segmentation Oncor Benchmarking is primarily involved in
collecting and reporting data for use in the various industry BM
studies. Oncor Benchmarking is generally not involved in the
collection and reporting of Customer Service Metrics. There is some
involvement in deep dive analysis of these metrics.
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Background & Objectives 9 Oncor currently partners with
Market Strategies International (MSI) to conduct all of its
customer satisfaction surveys. Objectives: Incorporate market
research best practices Get more timely and actionable feedback
from our customers results are now accessible on a survey results
portal Obtain greater insight into who our customers are
(preferences, needs, demographics, perceptions, etc.)
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2014 Oncor/MSI Studies Study Field Start Field
EndModeLanguageCompletesReports Eng.Spa. Transaction1/612/18 4,006
(1000 per quarter) Monthly Executive Summaries Quarterly Deep Dive
PowerPoint Reports End User Q11/293/21 300 res 300 comm Deep Dive
PowerPoint Report (no Impact Modeling in Q1) End User Q37/219/14
301 res 300 comm Impact Modeling Deep Dive PowerPoint Report Retail
Electric Provider 9/810/3 82 Deep Dive PowerPoint Report Large
C&I (Assigned) 11/412/3 118 Deep Dive PowerPoint Report Home
Energy Efficiency 5/510/14 600Topline Report Low Income
Weatherization 7/1710/15 278Topline Report
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Methodology Transactional Study Data is collected through
surveys via phone, either landline or mobile, in either English or
Spanish depending on customer preference. On the first and
fifteenth of every month, Oncor provides a sample file of all
customers who had an outage or service order transaction during the
previous half-month period. Market Strategies processes the file
and randomly dials the sample until either the quota is met or the
sample expires (when the next sample file is received). Phone
interviews are conducted from Market Strategies Nashville,
Tennessee, call center. 11 End User Study Data is collected through
surveys via phone, either landline or mobile, in either English or
Spanish depending on the customer preference. Oncor provides a
random sample of customers with contact phone numbers to Market
Strategies. Market Strategies then de-dupes the sample file against
terminal records from all Oncor phone studies fielded in the past
six months (End User, Transaction, Home Energy Efficiency, and Low
Income Weatherization), using phone fields one, two, and three and
UID from the sample. Terminal records include Completes, Refusals,
Ineligible Respondents, and refusals to answer a question in the
screener. Sample is also de-duped against all loaded records for
active studies fielding concurrently, to avoid multiple calls to
the same customer. Lastly, sample is de-duped against customers on
Market Strategies Do Not Contact list to ensure such customers are
not contacted. Phone interviews are conducted from Market
Strategies Nashville, TN call center.
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Methodology 12 Retail Electric Provider Study An online survey
conducted among REP employees. Survey invitations sent to email
addresses provided by Oncor (includes REP contacts from REP
Relations, Numero, MarketTrak, CRIP Chat, and RightNow). Oncor
identified as sponsor of the survey. REPs were given a chance to
provide referrals. Screening questions were asked as a qualifier
for the 5 topical areas, and only those involved in such activities
were asked to rate Oncor on these areas. Dont know responses have
been excluded from rating questions. Large C&I Study An online
survey conducted among managers of electric usage at Large
Commercial & Industrial companies currently served by Oncor.
Only customers with Assigned Oncor Account Representatives were
invited to participate. To receive an Assigned Oncor Account
Representative, the customer must be Commercial or Industrial and
have either 1) peak demand of 1500kW or above, or 2) be a national
account. Survey invitations sent to email addresses provided by
Oncor. Oncor identified as sponsor of the survey. All invitees were
considered eligible to complete the survey. Dont know responses
have been excluded from scaled questions.
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Discussion of results 13 Results of the various studies and
regularly reported metrics are shared organizationally across
Customer Service and up through the CCO. These metrics are also
shared with the Executive Management Team during their regularly
scheduled Strategy meetings.
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Challenges and Opportunities 14 Regulatory Metrics: Customer
Experience Metrics:
