The majority of electric and natural gas customers were satisfied with the way customer service representatives handled their calls in 2010, according to an annual report released by the Pennsylvania Public Utility Commission (PUC).
The 2010 Customer Service Performance Report measures the customer-service performance of the state‟s major electric and natural gas companies. This year‟s report summarizes data from 2008, 2009 and 2010. It allows customers to see how well companies are responding to their questions and enables utilities to see how their level of service compares to other companies.
A statement by the PUC said the data falls into two categories: company-reported performance information and customer survey results. The company-reported data measures telephone access to the companies, such as the percentage of calls that were answered within 30 seconds, abandoned by customers or received a busy signal. Calls in the “busy-out rate” represent those attempted calls that received a busy signal or message. The report also measures how often companies failed to read meters, issue bills and promptly respond to customer disputes.