Theme commercial management

Subject title Study of the “WOYOFAL” service of SENELEC (National Electricity Company of Senegal)
Speciality Management
In a context of rapid technological development, companies are adapting their services t
the changing needs of customers. SENELEC launched the “WOYOFAL” electronic counte
to replace the traditional model. Despite its initial positive reception, the “WOYOFAL
Context
service is now facing protests due to rising electricity bills. Users are expressing the
dissatisfaction with an inexplicable drop in the number of kilowatt hours provided pe
recharge, calling into question the transparency of the service.
Through this study, we seek to evaluate the satisfaction of users of SENELEC
Project "WOYOFAL" service, by identifying billing problems and understanding custome
description
expectations in order to improve the service and respond effectively to their needs.
Here is a brief summary of the study results:
o Customer satisfaction levels vary: 22.2% very satisfied, 24.1% satisfied, 30.8% more o
less satisfied, 13.3% dissatisfied and 9.5% not at all satisfied;
o The main reasons for dissatisfaction are: the high cost of electricity (45.1%) an
reduction in the quantity of electricity supplied (16.2%);
o More than half of customers (56.5%) are ready to change energy supplier if new
Project
competitors enter the market;
description
o The 44.8% of customers surveyed believe that SENELEC has a poor communicatio
policy. Among customers' suggestions for improving services, they notably mention th
availability of a 24-hour advisor (30.5%) and increasing the number of kilowatt hour
(28.9%).
Satisfaction among SENELEC customers is mixed, with concerns about the high cost o
electricity and the communication policy.
Methods Methods used to collect data include desk research, use of a questionnaire via Googl
adopted Forms and a company visit.
Digital media
USB key, Computer and/or Phone
used

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