CLP Customer Survey

Microsoft Word - Report.final.docCLP Customer Survey Abstract
The Public Governance Programme of Lingnan University was commissioned by CLP Power to conduct CLP Customer Survey. The key objectives of the Survey are (a) to survey the public’s impression of CLP Power and to measure the level of the public’s satisfaction with CLP Power; and (b) to survey household expenditures on services provided by public utilities. The Survey is a telephone interview survey. The target respondents of the Survey are household heads or their spouses living in Kowloon or the New Territories (thus customers of CLP Power). Data collection took place in the evenings of 13, 14, 17 and 18 January 2005. We successfully contacted 1,920 families, of which a total of 990 respondents were successfully interviewed, and the remaining 930 respondents were not successfully interviewed. The response rate is 51.6% (= 990/1,920). The margins of error were estimated to be ±3.1% at 95% confidence level. Survey results show that a majority of the respondents knew that the electricity industry, supply reliability of electricity, the electricity tariff level and environmental impacts of the electricity industry in Hong Kong are subject to government regulation. However, only about a fifth of the respondents knew that the customer services of the electricity industry in Hong Kong are. About half of the respondents agreed that private companies should be responsible for supplying electricity in Hong Kong, and about one-fourth disagreed.
CLP Customer Survey
CLP Power 2 Public Governance Programme
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CLP Customer Survey 1. Introduction 1.1 The Public Governance Programme of Lingnan University was
commissioned by CLP Power to conduct CLP Customer Survey (hereafter, the Survey).
2. Study Objectives and Scope 2.1 The key objectives of the Survey are (a) to survey the public’s
impression of CLP Power and to measure the level of the public’s satisfaction with CLP Power; and (b) to survey household expenditures on services provided by public utilities.
2.2 The Survey is a telephone interview survey. The target
respondents of the Survey are household heads or their spouses living in Kowloon or the New Territories (including the Islands, but excluding Ap Lei Chau and Lamma Island).
CLP Customer Survey
3. Details of the Survey 3.1 After discussion with staff of CLP Power, we developed a
questionnaire for the Survey, with CLP Power’s approval. The English version of the questionnaire is found in Appendix 1 and the Chinese version is found in Appendix 2. The questionnaire consists of two parts. The first part is the main body of the questionnaire and includes questions that ask the respondents’ impression of CLP Power and the level of their satisfaction with CLP Power and to survey household expenditures on services provided by public utilities. The second part includes questions on respondents’ socio-economic background.
3.2 Sampling methods:
Random sampling was used to ensure the representativeness of the sample. To select a random sample for the telephone survey, the Chinese computer-aided-telephone interviewing (CATI) system automatically generated phone samples from the telephone pool of households residing in Kowloon or the New Territories created from the Hong Kong Telephone Directory. The last two digits of the telephone numbers were replaced by two random numbers. Household heads or their spouses were asked to be interviewed. We tried at least three dials to enhance the response rate.
3.3 Data collection took place in the evenings of 13, 14, 17 and 18
January 2005. The CATI system was employed to collect data. It enabled on-line supervision of the data collection process.
3.4 We successfully contacted 1,920 families, of which a total of 990
respondents were successfully interviewed, and the remaining 930 respondents were not successfully interviewed. The response rate is 51.6% (= 990/1,920).
CLP Customer Survey
3.5 The socio-economic background of the respondents was described in Appendix 3.
3.6 The margins of error were estimated to be ±3.1% at 95%
confidence level.
4. Findings 4.1 Respondents were asked which company supplies electricity to
their home. Their responses are as follows:
[1] Which company supplies electricity to your home?
N % CLP Power 904 91.3 Hongkong Electricity 12 1.2 Others 9 0.9 Don’t know 64 6.5 Declined to answer 1 0.1
Total 990 100.0
Survey results show that 91.3% of the respondents were able to correctly tell which company supplies electricity to their home, i.e. CLP Power.
CLP Customer Survey
4.2 Respondents were asked whether the electricity industry in Hong
Kong is regulated by the government. Their responses are as follows:
[2] Is the electricity industry in Hong Kong regulated by the government?
N % Regulated by the government 525 53.0 Not regulated by the government 140 14.1 Don’t know 323 32.6 Declined to answer 2 0.2
Total 990 100.0
Survey results show that 53.0% of the respondents knew that the electricity industry in Hong Kong is regulated by the government, and 14.1% thought that it is not. Nearly one-third (32.6%) of the respondents did not know whether the electricity industry in Hong Kong is regulated by the government.
CLP Customer Survey
4.3 Respondents were asked to indicate their assessment of the importance of the following aspect: supply reliability of electricity. Their assessments are as follows:
[3] Please indicate your assessment of the importance of the following aspect: supply
reliability of electricity.
N % Very unimportant 3 0.3 Unimportant 3 0.3 Half and half 25 2.5 Important 215 21.7 Very important 720 72.7 Unable to assess 21 2.1 Declined to answer 3 0.3
Total 990 100.0 * Respondents were asked to indicate their assessment using a 10-point scale, with 0 point
for “very unimportant”, and 10 points for “very important”. For simplicity, we denote “very unimportant” for 0 and 1 point, “unimportant” for 2 – 4 points, “half and half” for 5 points, “important” for 6 – 8 points, and “very important” for 9 and 10 points.
Survey results show that 94.4% of the respondents assessed supply reliable of electricity to be important (either “important” or “very important”). The mean score of respondents’ assessment of the importance of supply reliability of electricity is 9.18 (with 0 point for “very unimportant”, and 10 points for “very important”).
CLP Customer Survey
4.4 Respondents were asked to indicate their assessment of the importance of the following aspect: electricity tariff level. Their assessments are as follows:
[4] Please indicate your assessment of the importance of the following aspect: electricity
tariff level.
Survey results show that 77.5% of the respondents assessed the electricity tariff level to be important (either “important” or “very important”). The mean score of respondents’ assessment of the importance of the electricity tariff level is 7.97 (with 0 point for “very unimportant”, and 10 points for “very important”).
CLP Customer Survey
4.5 Respondents were asked to indicate their assessment of the importance of the following aspect: customer services of the electricity industry. Their assessments are as follows:
[5] Please indicate your assessment of the importance of the following aspect: customer
services of the electricity industry.
Survey results show that 76.1% of the respondents assessed the customer services of the electricity industry to be important (either “important” or “very important”). The mean score of respondents’ assessment of the importance of the customer services of the electricity industry is 7.95 (with 0 point for “very unimportant”, and 10 points for “very important”).
CLP Customer Survey
4.6 Respondents were asked to indicate their assessment of the importance of the following aspect: environmental impacts of the electricity industry. Their assessments are as follows:
[6] Please indicate your assessment of the importance of the following aspect:
environmental impacts of the electricity industry.
Survey results show that 75.4% of the respondents assessed the environmental impacts of the electricity industry to be important (either “important” or “very important”). The mean score of respondents’ assessment of the importance of the environmental impacts of the electricity industry is 8.14 (with 0 point for “very unimportant”, and 10 points for “very important”).
CLP Customer Survey
4.7 Respondents were asked to indicate their assessment of the importance of the following aspect: operating efficiency of electricity utilities. Their assessments are as follows:
[7] Please indicate your assessment of the importance of the following aspect: operating
efficiency of electricity utilities.
Survey results show that 79.3% of the respondents assessed the operating efficiency of electricity utilities to be important (either “important” or “very important”). The mean score of respondents’ assessment of the importance of the operating efficiency of electricity utilities is 8.35 (with 0 point for “very unimportant”, and 10 points for “very important”).
CLP Customer Survey
4.8 Summarising paragraphs 4.3 – 4.7, respondents’ assessment of the importance of the various aspects of the electricity industry in terms of average score is as follows:
Average score N
Supply reliability of electricity 9.18 966 Operating efficiency of electricity utilities 8.35 842 Environmental impacts of the electricity industry 8.14 857 Electricity tariff level 7.97 921 Customer services of the electricity industry 7.95 862
Survey results show that according to respondents’ assessment, supply reliability of electricity is the most important aspect of the electricity industry.
CLP Customer Survey
4.9 Respondents were asked whether supply reliability of electricity in Hong Kong is regulated by the government. Their responses are as follows:
[8] Is supply reliability of electricity regulated by the government?
Total 990 100.0
Survey results show that 44.3% of the respondents knew that supply reliability of electricity in Hong Kong is regulated by the government, and 22.4% thought that it is not. Nearly one-third (32.9%) of the respondents did not know whether supply reliability of electricity in Hong Kong is regulated by the government.
CLP Customer Survey
4.10 Respondents were asked whether the electricity tariff level in Hong Kong is regulated by the government. Their responses are as follows:
[9] Is the electricity tariff level regulated by the government?
Total 990 100.0
Survey results show that 47.7% of the respondents knew that the electricity tariff level in Hong Kong is regulated by the government, and 29.1% thought that it is not. 22.7% of the respondents did not know whether the electricity tariff level in Hong Kong is regulated by the government.
CLP Customer Survey
4.11 Respondents were asked whether the customer services of the electricity industry in Hong Kong are regulated by the government. Their responses are as follows:
[10] Are the customer services of the electricity industry regulated by the government?
Total 990 100.0
Survey results show that 18.8% of the respondents knew that the customer services of the electricity industry in Hong Kong are regulated by the government, and 44.8% thought that it is not. More than one-third (35.9%) of the respondents did not know whether the customer services of the electricity industry in Hong Kong are regulated by the government.
CLP Customer Survey
4.12 Respondents were asked whether the environmental impacts of the electricity industry in Hong Kong are regulated by the government. Their responses are as follows:
[11] Are the environmental impacts of the electricity industry regulated by the government?
Total 990 100.0
Survey results show that 50.7% of the respondents knew that the environmental impacts of the electricity industry in Hong Kong are regulated by the government, and 22.5% thought that it is not. 26.2% of the respondents did not know whether the environmental impacts of the electricity industry are regulated by the government.
CLP Customer Survey
4.13 Respondents were asked to indicate how much they agree that private companies should be responsible for supplying electricity in Hong Kong. Their assessments are as follows:
[12] Please indicate how much you agree that private companies should be responsible for
supplying electricity in Hong Kong using a 10-point scale, with 0 point for “completely disagreed”, and 10 points for “completely agreed”.
N % Very much disagreed 202 20.4 Disagreed 71 7.2 Half and half 169 17.1 Agreed 237 23.9 Very much agreed 193 19.5 Unable to assess 110 11.1 Declined to answer 8 0.8
Total 990 100.0 * For simplicity, we denote “very much disagreed” for 0 and 1 point, “disagreed” for 2 – 4
points, “half and half” for 5 points, “agreed” for 6 – 8 points, and “very much agreed” for 9 and 10 points.
Survey results show that 43.4% of the respondents agreed (either “agreed” or “very much agreed”) that private companies should be responsible for supplying electricity in Hong Kong, and 27.6% disagreed (either “disagreed” or “very much disagreed”) The mean score of respondents’ extent of agreement that private companies should be responsible for supplying electricity in Hong Kong is 5.35 (with 0 point for “completely disagreed”, and 10 points for “completely agreed”).
CLP Customer Survey
Cross-tabulation analysis shows that whether they agree that private companies should be responsible for supplying electricity in Hong Kong is correlated with respondents’ household income, age and educational attainment (p-values being all 0). Specifically, a respondent with a household income $30,000 or above, aged 50 or above, or with post-secondary education or above tends more to agree that private companies should be responsible for supplying electricity in Hong Kong. On the other hand, a respondent with a household income less than $10,000, aged 18-29, or with primary education or lower tends more to disagree that private companies should be responsible for supplying electricity in Hong Kong.
CLP Customer Survey
4.14 Respondents were asked to indicate how much they were satisfied with electricity supply reliability of CLP Power. Their assessments are as follows:
[13] Please indicate how much you are satisfied with electricity supply reliability of CLP
Power using a 10-point scale, with 0 point for “very unsatisfied”, and 10 points for “very satisfied”.
N % Very unsatisfied 6 0.6 Unsatisfied 7 0.7 Half and half 39 3.9 Satisfied 427 43.1 Very satisfied 497 50.2 Unable to assess 14 1.4
Total 990 100.0 * For simplicity, we denote “very unsatisfied” for 0 and 1 point, “unsatisfied” for 2 – 4
points, “half and half” for 5 points, “satisfied” for 6 – 8 points, and “very satisfied” for 9 and 10 points.
Survey results show that 93.3% of the respondents were satisfied (either “satisfied” or “very satisfied”) with electricity supply reliability of CLP Power, and only 1.3% unsatisfied (either “unsatisfied” or “very unsatisfied”). The mean score of respondents’ satisfaction with electricity supply reliability of CLP Power is 8.47 (with 0 point for “very unsatisfied”, and 10 points for “very satisfied”).
CLP Customer Survey
4.15 Respondents were asked to indicate how much they were satisfied with the overall services provided by CLP Power. Their assessments are as follows:
[14] Please indicate how much you are satisfied with the overall services provided by CLP
Power using a 10-point scale, with 0 point for “very unsatisfied”, and 10 points for “very satisfied”.
N % Very unsatisfied 3 0.3 Unsatisfied 8 0.8 Half and half 46 4.6 Satisfied 537 54.2 Very satisfied 363 36.7 Unable to assess 32 3.2 Declined to answer 1 0.1
Total 990 100.0 * For simplicity, we denote “very unsatisfied” for 0 and 1 point, “unsatisfied” for 2 – 4
points, “half and half” for 5 points, “satisfied” for 6 – 8 points, and “very satisfied” for 9 and 10 points.
Survey results show that 90.9% of the respondents were satisfied (either “satisfied” or “very satisfied”) with the overall services provided by CLP Power, and only 1.1% unsatisfied (either “unsatisfied” or “very unsatisfied”). The mean score of respondents’ satisfaction with the overall services provided by CLP Power is 8.14 (with 0 point for “very unsatisfied”, and 10 points for “very satisfied”).
CLP Customer Survey
4.16 Respondents were asked to assess to what extent they regarded CLP Power as an efficiently managed company. Their assessments are as follows:
[15] Please indicate to what extent you regard CLP Power as an efficiently managed company
using a 10-point scale, with 0 point for “very inefficiently managed”, and 10 points for “very efficiently managed”.
N % Very inefficiently managed 3 0.3 Inefficiently managed 9 0.9 Half and half 41 4.1 Efficiently managed 499 50.4 Very efficiently managed 319 32.2 Unable to assess 114 11.5 Declined to answer 5 0.5
Total 990 100.0 * For simplicity, we denote “very inefficiently managed” for 0 and 1 point, “inefficiently
managed” for 2 – 4 points, “half and half” for 5 points, “efficiently managed” for 6 – 8 points, and “very efficiently managed” for 9 and 10 points.
Survey results show that 82.6% of the respondents regarded CLP Power as an efficiently managed (either “efficiently managed” or “very efficiently managed”) company, and only 1.2% as an inefficiently managed (either “inefficiently managed” or “very inefficiently managed”) company. The mean score of respondents’ assessment of the extent they regarded CLP Power as an efficiently managed company is 8.09 (with 0 point for “very inefficiently managed”, and 10 points for “very efficiently managed”).
CLP Customer Survey
4.17 Respondents were asked to assess to what extent they regarded CLP Power as a socially responsible company. Their assessments are as follows:
[16] Please indicate to what extent you regard CLP Power as a socially responsible company
using a 10-point scale, with 0 point for “very socially irresponsible”, and 10 points for “very socially responsible”.
N % Very socially irresponsible 31 3.1 Socially irresponsible 21 2.1 Half and half 101 10.2 Socially responsible 473 47.8 Very socially responsible 241 24.3 Unable to assess 114 11.5 Declined to answer 9 0.9
Total 990 100.0 * For simplicity, we denote “very socially irresponsible” for 0 and 1 point, “socially
irresponsible” for 2 – 4 points, “half and half” for 5 points, “socially responsible” for 6 – 8 points, and “very socially responsible” for 9 and 10 points.
Survey results show that 72.1% of the respondents regarded CLP Power as a socially responsible (either “socially responsible” or “very socially responsible”) company, and only 5.2% as a socially irresponsible (either “socially irresponsible” or “very socially irresponsible”) company. The mean score of respondents’ assessment of the extent they regarded CLP Power as a socially responsible company is 7.32 (with 0 point for “very socially irresponsible”, and 10 points for “very socially responsible”).
CLP Customer Survey
4.18 Respondents were asked to assess to what extent they regarded CLP Power as an environmentally friendly company. Their assessments are as follows:
[17] Please indicate to what extent you regard CLP Power as an environmentally friendly
company using a 10-point scale, with 0 point for “very environmentally unfriendly”, and 10 points for “very environmentally friendly”.
N % Very environmentally unfriendly 20 2.0 Environmentally unfriendly 36 3.6 Half and half 150 15.2 Environmentally friendly 405 40.9 Very environmentally friendly 132 13.3 Unable to assess 239 24.1 Declined to answer 8 0.8
Total 990 100.0 * For simplicity, we denote “very environmentally unfriendly” for 0 and 1 point,
“environmentally unfriendly” for 2 – 4 points, “half and half” for 5 points, “environmentally friendly” for 6 – 8 points, and “very environmentally friendly” for 9 and 10 points.
Survey results show that 54.2% of the respondents regarded CLP Power as an environmentally friendly (either “environmentally friendly” or “very environmentally friendly”) company, and only 5.6% as an environmentally unfriendly (either “environmentally unfriendly” or “very environmentally unfriendly”) company. The mean score of respondents’ assessment of the extent they regarded CLP Power as an environmentally friendly company is 6.74 (with 0 point for “very environmentally unfriendly”, and 10 points for “very environmentally friendly”).
CLP Customer Survey
4.19 Respondents were asked to assess to what extent they regarded the electricity tariff level charged by CLP Power as reasonable. Their assessments are as follows:
[18] Please indicate to what extent you regard the electricity tariff level charged by CLP
Power as reasonable using a 10-point scale, with 0 point for “very unreasonable”, and 10 points for “very reasonable”.
N % Very unreasonable 57 5.8 Unreasonable 143 14.4 Half and half 254 25.7 Reasonable 403 40.7 Very reasonable 78 7.9 Unable to assess 53 5.4 Declined to answer 2 0.2
Total 990 100.0 * For simplicity, we denote “very unreasonable” for 0 and 1 point, “unreasonable” for 2 –
4 points, “half and half” for 5 points, “reasonable” for 6 – 8 points, and “very reasonable” for 9 and 10 points.
Survey results show that 48.7% of the respondents regarded the electricity tariff level charged by CLP Power as reasonable (either “reasonable” or “very reasonable”), and 20.2% as unreasonable (either “reasonable” or “very reasonable”). The mean score of respondents’ assessment of the extent they regarded the electricity tariff level charged by CLP Power as reasonable is 5.64 (with 0 point for “very unreasonable”, and 10 points for “very reasonable”).
CLP Customer Survey
Cross-tabulation analysis shows that their assessment of reasonableness of the electricity tariff level charged by CLP Power is correlated with respondents’ household income, age and educational attainment (p-value = 0.003, 0.001 and 0.000, respectively). Specifically, a respondent with a household income of $30,000 or above, aged 50 or above, or with post-secondary education or above tends more to consider the electricity tariff level charged by CLP Power as reasonable. On the other hand, a respondent with a household income less than $10,000, aged 18- 29, or with primary education or lower tends more to consider the electricity tariff level charged by CLP Power as unreasonable.
4.20 Respondents were asked how often they received an electricity bill from CLP Power. Their responses are as follows:
[19] How often do you receive an electricity bill from CLP Power?
N % Every half month 3 0.3 Every month 34 3.4 Every 2 months 774 78.2 Every 3 months 101 10.2 Every 4 months 1 .1 Forgotten / Don’t know 76 7.7 Declined to answer 1 0.1
Total 990 100.0
Survey results show that 78.2% of the respondents noted correctly that they received an electricity bill from CLP Power every 2 months.
CLP Customer Survey
4.21 Respondents were asked the average monthly amount of electricity expenses in the past year. Their responses are as follows:
[20] On average, approximately how much did you pay monthly for electricity in the past
year? [If the answer is over $2,000, please repeat the question and remind the respondents that electricity bills are sent every 2 months to make sure that they understand the question.]
N % Less than $50 1 0.1 $50.0 - 99.9 9 0.9 $100.0 - 199.9 77 7.8 $200.0 - 299.9 128 12.9 $300.0 - 399.9 155 15.7 $400.0 - 499.9 119 12.0 $500.0 - 599.9 109 11.0 $600.0 - 799.9 125 12.6 $800.0 - 999.9 48 4.8 $1,000.0 - 1,499.9 81 8.2 $1,500.0 - 1,999.9 17 1.7 $2,000.0 - 2,999.9 6 0.6 $3,000.0 - 3,999.9 1 0.1 Forgotten / Don’t know 112 11.3 Declined to answer 2 0.2
Total 990 100.0
Survey results show that 49.4% of the respondents have their average monthly electricity expenses less than $500 in the past year, 28.5% between $500 and $1,000, and 10.6% $1,000 or more.
CLP Customer Survey
4.22 Respondents were asked the average monthly amount of water charges in the past year. Their responses are as follows:
[21] On average, approximately how much did you pay monthly for water charges in the past
year?
N % Did not need to pay any charges 35 3.5 Less than $50 118 11.9 $50.0 - 99.9 153 15.5 $100.0 - 199.9 238 24.0 $200.0 - 299.9 101 10.2 $300.0 - 399.9 69 7.0 $400.0 - 499.9 24 2.4 $500.0 - 599.9 12 1.2 $600.0 - 799.9 12 1.2 $800.0 - 999.9 7 0.7 $1,000.0 - 1,499.9 5 0.5 Forgotten / Don’t know 214 21.6 Declined to answer 2 0.2
Total 990 100.0
Survey results show that 30.9% of the respondents have their average monthly water charges less than $100 in the past year, 34.2% between $100 and $300, and 13.0% $300 or more.
CLP Customer Survey
4.23 Respondents were asked the average monthly amount of Towngas charges in the past year. Their responses are as follows:
[22] On average, approximately how much did you pay monthly for Towngas in the past
year?
N % Less than $50 32 3.2 $50.0 - 99.9 37 3.7 $100.0 - 199.9 147 14.8 $200.0 - 299.9 173 17.5 $300.0 - 399.9 159 16.1 $400.0 - 499.9 64 6.5 $500.0 - 599.9 61 6.2 $600.0 - 799.9 25 2.5 $800.0 - 999.9 15 1.5 $1,000.0 - 1,499.9 10 1.0 $1,500.0 - 1,999.9 2 0.2 Not applicable; not using Towngas 142 14.3 Forgotten / Don’t know 122 12.3 Declined to answer 1 0.1
Total 990 100.0
Survey results show that 21.8% of the respondents have their average monthly Towngas charges less than $200 in the past year, 33.5% between $200 and $400, and 17.9% $400 or more.
CLP Customer Survey
4.24 Respondents were asked the average total monthly amount of transportation expenses of their whole family in the past year. Their responses are as follows:
[23] On average, approximately how much were the total monthly transportation expenses of
your whole family in the past year?
N % Less than $50 25 2.5 $50.0 - 99.9 4 0.4 $100.0 - 199.9 15 1.5 $200.0 - 299.9 14 1.4 $300.0 - 399.9 20 2.0 $400.0 - 499.9 17 1.7 $500.0 - 599.9 27 2.7 $600.0 - 799.9 27 2.7 $800.0 - 999.9 24 2.4 $1,000.0 - 1,499.9 154 15.6 $1,500.0 - 1,999.9 82 8.3 $2,000.0 - 2,999.9 154 15.6 $3,000.0 - 3,999.9 76 7.7 $4,000.0 - 4,999.9 27 2.7 $5,000.0 or more 30 3.0 Forgotten / Don’t know 283 28.6 Declined to answer 11 1.1
Total 990 100.0
Survey results show that 17.5% of the respondents have their average monthly transportation expenses less than $1,000 in the past year, 23.8% between $1,000 and $2,000, 23.2% between $2,000 and $4,000,and 5.8% $4,000 or more.
CLP Customer Survey
4.25 Combining the results in paragraphs 4.21 – 4.25 and the average
monthly household income and household expenses, the following tables can be compiled:
Share of electricity expenses
in household income / expenses In household income In household expenses N % N %
<1% 69 11.5 23 3.8 1.00 - 1.99% 131 21.8 103 17.1 2.00 - 4.99% 269 44.7 275 45.7 5.00 - 9.99% 89 14.8 129 21.4 10.00% or more 44 7.3 72 12.0
Total 602 100.0 602 100.0 Mean share (%) 3.7 4.9
Share of water charges
<1% 329 59.4 267 48.2 1.00 - 1.99% 133 24.0 159 28.7 2.00 - 4.99% 70 12.6 97 17.5 5.00 - 9.99% 12 2.2 19 3.4 10.00% or more 10 1.8 12 2.2
Total 554 100.0 554 100.0 Mean share (%) 1.3 1.6
Share of Towngas charges
<1% 160 31.8 100 19.9 1.00 - 1.99% 139 27.6 131 26.0 2.00 - 4.99% 166 33.0 214 42.5 5.00 - 9.99% 23 4.6 39 7.8 10.00% or more 15 3.0 19 3.8
Total 503 100.0 503 100.0 Mean share (%) 2.2 2.8
CLP Customer Survey
Share of transportation expenses
<1% 19 3.6 13 2.5 1.00 - 1.99% 19 3.6 16 3.0 2.00 - 4.99% 100 18.9 58 11.0 5.00 - 9.99% 141 26.7 108 20.4 10.00 – 19.9% 157 29.7 181 34.2 20.00% or more 93 17.6 153 28.9
Total 529 100.0 529 100.0 Mean share (%) 10.7 14.1
Note that to eliminate inconsistency, those respondents whose reported household expenditures exceeded their reported household income were not included in the above calculations. For easy reference, the mean shares of expenses on public utility services in household income / household expenses are tabulated as follows: Mean share of expenses on public utility
services in household income / expenses Mean share in
household income (%)
(%) Transportation expenses 10.7 14.1 Electricity expenses 3.7 4.9 Towngas charges 2.2 2.8 Water charges 1.3 1.6
CLP Customer Survey
4.26 Respondents were asked at most how much higher they were willing to pay for cleaner electricity generation relative to the current tariff level if electricity utilities employ more environmentally friendly methods for electricity generation and need to raise the electricity tariff. Their responses are as follows:
[24] Suppose electricity utilities employ more environmentally friendly methods for
electricity generation and need to raise the electricity tariff. At most how much higher are you willing to pay for cleaner electricity generation relative to the current tariff level?
N % Less than 5% 466 47.1 5.0 - 9.9% 118 11.9 10.0-14.9% 124 12.5 15.0 - 19.9% 24 2.4 20.0% or more 51 5.2 Hard to say 181 18.3 Declined to answer 26 2.6
Total 990 100.0
Survey results show that 47.1% of the respondents were willing to pay a tariff no more than 5% higher than the current level for cleaner electricity generation and 32.0% willing to pay a tariff 5% or more higher than the current level. On average, respondents were willing to pay a tariff 6.6% higher than the current level for cleaner electricity generation.
CLP Customer Survey
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5. Observations • Over 90% of the respondents were able to correctly tell which
company supplies electricity to their home, i.e. CLP Power (paragraph 4.1);
• More than half of the respondents knew that the electricity
industry in Hong Kong is regulated by the government (paragraph 4.2);
• Most of the respondents regarded supply reliability of electricity,
operating efficiency of electricity utilities, environmental impacts of the electricity industry, the electricity tariff level and customer services of the electricity industry as important (paragraphs 4.3 – 4.8);
• About half of the respondents knew that supply reliability of
electricity, the electricity tariff level and environmental impacts of the electricity industry in Hong Kong are regulated by the government. However, only about a fifth of the respondents knew that the customer services of the electricity industry in Hong Kong are regulated by the government (paragraphs 4.9 – 4.12);
• About half of the respondents agreed that private companies
should be responsible for supplying electricity in Hong Kong, and about one-fourth disagreed (paragraph 4.13);
• Over 90% of the respondents were satisfied with electricity
supply reliability of and the overall services provided by CLP Power (paragraphs 4.14 – 4.15);
CLP Customer Survey
• Over 80% of the respondents regarded CLP Power as an
efficiently managed company (paragraph 4.16); • Over 70% of the respondents regarded CLP Power as a socially
responsible company (paragraph 4.17); • Over 50% of the respondents regarded CLP Power as an
environmentally friendly company (paragraph 4.18); • Nearly 50% of the respondents regarded the electricity tariff level
charged by CLP Power as reasonable and about 20% as unreasonable (paragraph 4.19);
• Nearly 80% of the respondents noted correctly that they received
an electricity bill from CLP Power every 2 months (paragraph 4.20);
• The mean shares of transportation expenses, electricity expenses,
Towngas charges and water charges in respondents’ household income are 10.7%, 3.7%, 2.2% and 1.3%, respectively. The corresponding mean shares in respondents’ household expenditures are 14.1%, 4.9%, 2.8% and 1.6%, respectively (paragraphs 4.21 – 4.25); and
• On average, respondents were willing to pay a tariff 6.6% higher
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CLP Power A1 - 1 Public Governance Programme
Appendix 1 : Questionnaire in English Do you live in Kowloon or the New Territories (including the Islands, but excluding Ap Lei Chau and Lamma Island)? Does the household head or his/her spouse at home? Yes, interview the household head or his/her spouse. No, say “thank you” and the interview halts.
1. Which company supplies electricity to your home? (1) CLP Power (2) Hongkong Electricity (3) Others (4) Don’t know (8) Declined to answer
2. Is the electricity industry in Hong Kong regulated by the government? (1) Yes (2) No (3) Don’t know (8) Declined to answer
Please indicate your assessment of the importance of each of the following aspects using a 10-point scale, with 0 point for “very unimportant”, and 10 points for “very important”. 3. Supply reliability of electricity (00) 0 point (01) 1 point (02) 2 points (03) 3 points (04) 4 points (05) 5 points (06) 6 points (07) 7 points (08) 8 points (09) 9 points (10) 10 points (97) Unable to assess (98) Declined to answer
4. Electricity tariff level (00) 0 point (01) 1 point (02) 2 points (03) 3 points (04) 4 points (05) 5 points (06) 6 points (07) 7 points (08) 8 points (09) 9 points (10) 10 points (97) Unable to assess (98) Declined to answer
5. Customer services of the electricity industry (00) 0 point (01) 1 point (02) 2 points (03) 3 points (04) 4 points (05) 5 points (06) 6 points (07) 7 points (08) 8 points (09) 9 points (10) 10 points (97) Unable to assess (98) Declined to answer
CLP Customer Survey
6. Environmental impacts of the electricity industry (00) 0 point (01) 1 point (02) 2 points (03) 3 points (04) 4 points (05) 5 points (06) 6 points (07) 7 points (08) 8 points (09) 9 points (10) 10 points (97) Unable to assess (98) Declined to answer
7. Operating efficiency of electricity utilities (00) 0 point (01) 1 point (02) 2 points (03) 3 points (04) 4 points (05) 5 points (06) 6 points (07) 7 points (08) 8 points (09) 9 points (10) 10 points (97) Unable to assess (98) Declined to answer
8. Is supply reliability of electricity regulated by the government? (1) Yes (2) No (3) Don’t know (8) Declined to answer
9. Is the electricity tariff level regulated by the government? (1) Yes (2) No (3) Don’t know (8) Declined to answer
10. Are the customer services of the electricity industry regulated by the government? (1) Yes (2) No (3) Don’t know (8) Declined to answer
11. Are the environmental impacts of the electricity industry regulated by the government? (1) Yes (2) No (3) Don’t know (8) Declined to answer
12. Please indicate how much you agree that private companies should be responsible for supplying electricity in Hong Kong using a 10-point scale, with 0 point for “completely disagreed”, and 10 points for “completely agreed”.
(00) 0 point (01) 1 point (02) 2 points (03) 3 points (04) 4 points (05) 5 points (06) 6 points (07) 7 points (08) 8 points (09) 9 points (10) 10 points (97) Unable to assess (98) Declined to answer
13. Please indicate how much you are satisfied with electricity supply reliability of CLP Power using a 10-point scale, with 0 point for “very unsatisfied”, and 10 points for “very satisfied”.
CLP Customer Survey
14. Please indicate how much you are satisfied with the overall services provided by CLP Power using a 10-point scale, with 0 point for “very unsatisfied”, and 10 points for “very satisfied”.
(00) 0 point (01) 1 point (02) 2 points (03) 3 points (04) 4 points (05) 5 points (06) 6 points (07) 7 points (08) 8 points (09) 9 points (10) 10 points (97) Unable to assess (98) Declined to answer 15. Please indicate to what extent you regard CLP Power as an efficiently managed company using
a 10-point scale, with 0 point for “very inefficiently managed”, and 10 points for “very efficiently managed”.
16. Please indicate to what extent you regard CLP Power as a socially responsible company using a 10-point scale, with 0 point for “very socially irresponsible”, and 10 points for “very socially responsible”.
17. Please indicate to what extent you regard CLP Power as an environmentally friendly company using a 10-point scale, with 0 point for “very environmentally unfriendly”, and 10 points for “very environmentally friendly”.
18. Please indicate to what extent you regard the electricity tariff level charged by CLP Power as reasonable using a 10-point scale, with 0 point for “very unreasonable”, and 10 points for “very reasonable”.
CLP Customer Survey
19. How often do you receive an electricity bill from CLP Power? (0) Every half month (1) Every month (2) Every 2 months (3) Every 3 months (4) Every 4 months (5) Every 5 months or longer (6) Forgotten / Don’t know (8) Declined to answer 20. On average, approximately how much did you pay monthly for electricity in the past year? [If the answer is over $2,000, please repeat the question and remind the respondents that
electricity bills are sent every 2 months to make sure that they understand the question.] (01) $0.0 - 49.9 (02) $50.0 - 99.9 (03) $100.0 - 199.9 (04) $200.0 - 299.9 (05) $300.0 - 399.9 (06) $400.0 - 499.9 (07) $500.0 - 599.9 (08) $600.0 - 799.9 (09) $800.0 - 999.9 (10) $1,000.0 - 1,499.9 (11) $1,500.0 - 1,999.9 (12) $2,000.0 - 2,999.9 (13) $3,000.0 - 3,999.9 (14) $4,000.0 - 4,999.9 (15) $5,000.0 or more
(97) Forgotten / Don’t know (98) Declined to answer
21. On average, approximately how much did you pay monthly for water charges in the past year? (00) Did not need to pay any charges (01) $0.0 - 49.9 (02) $50.0 - 99.9 (03) $100.0 - 199.9 (04) $200.0 - 299.9 (05) $300.0 - 399.9 (06) $400.0 - 499.9 (07) $500.0 - 599.9 (08) $600.0 - 799.9 (09) $800.0 - 999.9 (10) $1,000.0 - 1,499.9 (11) $1,500.0 - 1,999.9 (12) $2,000.0 - 2,999.9 (13) $3,000.0 - 3,999.9 (14) $4,000.0 - 4,999.9 (15) $5,000.0 or more
(97) Forgotten / Don’t know (98) Declined to answer
22. On average, approximately how much did you pay monthly for Towngas in the past year? (01) $0.0 - 49.9 (02) $50.0 - 99.9 (03) $100.0 - 199.9 (04) $200.0 - 299.9 (05) $300.0 - 399.9 (06) $400.0 - 499.9 (07) $500.0 - 599.9 (08) $600.0 - 799.9 (09) $800.0 - 999.9 (10) $1,000.0 - 1,499.9 (11) $1,500.0 - 1,999.9 (12) $2,000.0 - 2,999.9 (13) $3,000.0 - 3,999.9 (14) $4,000.0 - 4,999.9 (15) $5,000.0 or more
(96) Not applicable; not using Towngas (97) Forgotten / Don’t know (98) Declined to answer
CLP Customer Survey
23. On average, approximately how much were the total monthly transportation expenses of your whole family in the past year? (01) $0.0 - 49.9 (02) $50.0 - 99.9 (03) $100.0 - 199.9 (04) $200.0 - 299.9 (05) $300.0 - 399.9 (06) $400.0 - 499.9 (07) $500.0 - 599.9 (08) $600.0 - 799.9 (09) $800.0 - 999.9 (10) $1,000.0 - 1,499.9 (11) $1,500.0 - 1,999.9 (12) $2,000.0 - 2,999.9 (13) $3,000.0 - 3,999.9 (14) $4,000.0 - 4,999.9 (15) $5,000.0 or more
(97) Forgotten / Don’t know (98) Declined to answer 24. Suppose electricity utilities employ more environmentally friendly methods for electricity
generation and need to raise the electricity tariff. At most how much higher are you willing to pay for cleaner electricity generation relative to the current tariff level?
(1) 0.0 – 4.9% (2) 5.0 – 9.9% (3) 10.0 – 14.9% (4) 15.0 – 19.9% (5) 20.0% or more (7) Hard to say (8) Declined to answer
25. Position (01) Manager and administrators (02) Professionals (03) Associate professionals (04) Clerks (05) Service workers (06) Shop sales workers (07) Skilled agricultural and fishery workers, military (08) Craft and related workers (09) Plant and machine operators and assemblers (10) Non-skilled workers (11) Students (12) Housewives (13) Unemployed (14) Retired (15) Others _____________ (98) Declined to answer
26. Average monthly household income (00) No income (01) $3,000 or less (02) $3,000-4,999 (03) $5,000-7,499 (04) $7,500-9,999 (05) $10,000-14,999 (06) $15,000-19,999 (07) $20,000-29,999 (08) $30,000-49,999 (09) $50,000-74,999 (10) $75,000-99,999 (11) $100,000 or more (97) Don’t know (98) Declined to answer
CLP Customer Survey
27. Average monthly household expenditure (01) $3,000 or less (02) $3,000-4,999 (03) $5,000-7,499 (04) $7,500-9,999 (05) $10,000-14,999 (06) $15,000-19,999 (07) $20,000-29,999 (08) $30,000-49,999 (09) $50,000-74,999 (10) $75,000-99,999 (11) $100,000 or more (97) Don’t know (98) Declined to answer
28. Age (01) 18-19 (02) 20-24 (03) 25-29 (04) 30-34 (05) 35-39 (06) 40-44 (07) 45-49 (08) 50-54 (09) 55-59 (10) 60-64 (11) 65 or above (98) Declined to answer
29. Educational attainment (01) No formal schooling (02) Primary (03) Secondary (F.1 – F.3) (04) Secondary (F.4 – F.5) (05) Matriculation (F.6 – F.7) (06) Tertiary (non-degreee) (07) Tertiary (degree) or above (08) Others____________ (98) Declined to answer
30. Gender (1) Male (2) Female
~~~ End of Questionnaire ~~~
CLP Customer Survey
Appendix 2 : Questionnaire in Chinese
XXXX XXXX()
1.
0 10
3.
(00) 0 (01) 1 (02) 2 (03) 3 (04) 4 (05) 5
(06) 6 (07) 7 (08) 8 (09) 9 (10) 10
(97) (98)
4.
(00) 0 (01) 1 (02) 2 (03) 3 (04) 4 (05) 5
(06) 6 (07) 7 (08) 8 (09) 9 (10) 10
(97) (98)
5.
(00) 0 (01) 1 (02) 2 (03) 3 (04) 4 (05) 5
(06) 6 (07) 7 (08) 8 (09) 9 (10) 10
(97) (98)
6.
(00) 0 (01) 1 (02) 2 (03) 3 (04) 4 (05) 5
(06) 6 (07) 7 (08) 8 (09) 9 (10) 10
(97) (98)
7.
(00) 0 (01) 1 (02) 2 (03) 3 (04) 4 (05) 5
(06) 6 (07) 7 (08) 8 (09) 9 (10) 10
(97) (98)
8.
9.
10.
11.
CLP Customer Survey
12.
0 10
(00) 0 (01) 1 (02) 2 (03) 3 (04) 4 (05) 5
(06) 6 (07) 7 (08) 8 (09) 9 (10) 10
(97) (98)
0 10
(00) 0 (01) 1 (02) 2 (03) 3 (04) 4 (05) 5
(06) 6 (07) 7 (08) 8 (09) 9 (10) 10
(97) (98)
0 10
(00) 0 (01) 1 (02) 2 (03) 3 (04) 4 (05) 5
(06) 6 (07) 7 (08) 8 (09) 9 (10) 10
(97) (98)
0 10
(00) 0 (01) 1 (02) 2 (03) 3 (04) 4 (05) 5
(06) 6 (07) 7 (08) 8 (09) 9 (10) 10
(97) (98)
0 10
(00) 0 (01) 1 (02) 2 (03) 3 (04) 4 (05) 5
(06) 6 (07) 7 (08) 8 (09) 9 (10) 10
(97) (98)
0 10
(00) 0 (01) 1 (02) 2 (03) 3 (04) 4 (05) 5
(06) 6 (07) 7 (08) 8 (09) 9 (10) 10
(97) (98)
18. 0 10
0 10
(00) 0 (01) 1 (02) 2 (03) 3 (04) 4 (05) 5
(06) 6 (07) 7 (08) 8 (09) 9 (10) 10
(97) (98)
19.
(0) (1) 1 (2) 2 (3) 3 (4) 4
(5) 5
(97) /
(97) /
22.
(96)
(97) /
(97) /
(4) 15.0 - 19.9% (5) 20.0%
(7) (8)
(09) (10)
(11) (12)
(15) _________
26.
(03) $5,000-7,499 (04) $7,500-9,999 (05) $10,000-14,999
(06) $15,000-19,999 (07) $20,000-29,999 (08) $30,000-49,999
(09) $50,000-74,999 (10) $75,000-99,999 (11) $100,000
(97) (98)
(03) $5,000-7,499 (04) $7,500-9,999 (05) $10,000-14,999
(06) $15,000-19,999 (07) $20,000-29,999 (08) $30,000-49,999
(09) $50,000-74,999 (10) $75,000-99,999 (11) $100,000
(97) (98)
(10) 60-64 (11) 65
(98)
29.
(05) (06) ()
(07) (08) ()________
Appendix 3 : Socio-economic Background of Respondents A3.1 Average monthly household income
N % No income 61 6.2 Less than $3,000 9 0.9 $3,000-4,999 21 2.1 $5,000-7,499 47 4.7 $7,500-9,999 73 7.4 $10,000-14,999 161 16.3 $15,000-19,999 85 8.6 $20,000-29,999 146 14.7 $30,000-49,999 127 12.8 $50,000-74,999 50 5.1 $75,000-99,999 5 0.5 $100,000 or more 13 1.3 Don’t know 101 10.2 Declined to answer 91 9.2
Total 990 100.0
CLP Customer Survey
A3.2 Average monthly household expenditures
N % Less than $3,000 31 3.1 $3,000-4,999 38 3.8 $5,000-7,499 83 8.4 $7,500-9,999 92 9.3 $10,000-14,999 198 20.0 $15,000-19,999 99 10.0 $20,000-29,999 116 11.7 $30,000-49,999 65 6.6 $50,000-74,999 8 0.8 $75,000-99,999 8 0.8 $100,000 or above 2 0.2 Don’t know 189 19.1 Declined to answer 61 6.2
Total 990 100.0
CLP Customer Survey
A3.3 Position
N % Manager and administrators 73 7.4 Professionals 55 5.6 Associate professionals 42 4.2 Clerks 106 10.7 Service workers 84 8.5 Shop sales workers 16 1.6 Skilled agricultural and
fishery workers, military 4 0.4
Craft and related workers 38 3.8 Plant and machine operators
and assemblers 41 4.1
Non-skilled workers 51 5.2 Students 21 2.1 Housewives 258 26.1 Unemployed 62 6.3 Retired 120 12.1 Others 1 .1 Declined to answer 18 1.8
Total 990 100.0
Total 990 100.0
CLP Customer Survey
A3.5 Age
N % 18-19 12 1.2 20-24 30 3.0 25-29 35 3.5 30-34 97 9.8 35-39 114 11.5 40-44 190 19.2 45-49 130 13.1 50-54 143 14.4 55-59 48 4.8 60-64 54 5.5 65 or above 107 10.8 Declined to answer 30 3.0
Total 990 100.0 A3.6 Educational Attainment
N % No formal schooling 43 4.3 Primary 172 17.4 Secondary (F.1 – F.3) 220 22.2 Secondary (F.4 – F.5) 319 32.2 Matriculated (F.6 – F.7) 43 4.3 Tertiary (non-degree) 67 6.8 Tertiary (degree) or above 111 11.2 Others 1 .1 Declined to answer 14 1.4
Total 990 100.0

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CLP Customer Survey