Measuring utilities' consumer affairs

Journal Article · Thu Nov 24 04:00:00 EST 1977 · Public Util. Fortn.; (United States)

OSTI ID:5353894

Sullivan, J P

Utilities can now have a consumer affairs audit made to measure their performance in the area of customer relations. Conceived four years ago by the Better Business Bureau of Metropolitan New York, the audit applies 100 performance standards to 35 consumer affairs activities. A confidential report is supplied to the corporate consumer. Reports have revealed areas where customer perceptions of the utility need to be changed to reflect an accurate understanding of the services and communication routes available. The success of early audits of utility companies caused the audited companies to promote the concept to the general business community. The three-phase review includes interviews with management personnel, observations of customer contacts, and a team evaluation and report. (DCK)

• Research Organization: Better Business Bureau of Metropolitan New York, Inc.
• OSTI ID: 5353894
• Journal Information: Public Util. Fortn.; (United States), Journal Name: Public Util. Fortn.; (United States) Vol. 100:11; ISSN PUFNA
• Country of Publication: United States
• Language: English

Related Subjects

29 ENERGY PLANNING, POLICY, AND ECONOMY
290200* -- Energy Planning & Policy-- Economics & Sociology
ACCOUNTING
BEHAVIOR
COMMUNICATIONS
MANAGEMENT
PERFORMANCE
PERSONNEL
PUBLIC OPINION
PUBLIC RELATIONS
PUBLIC UTILITIES
RECOMMENDATIONS