HOW

HOWTO
TOINCREASE
INCREASECUSTOMER
CUSTOMER
SATISFACTION
SATISFACTION

GuideMr. Milind Deshpande

Presented byJivesh Kant Pathak (903282)

Ritesh Kumar
(903291)
Satish
(903287)
Vipin Choudhary
(903286)

Contents
Contents

Definition- Customer satisfaction

Our approach for project
Feedback analysis
Reasons for dissatisfaction
Suggestions to increase customer satisfaction
Conclusion

Definition-Customer Satisfaction

Customer
Satisfaction
in
Distribution
Customer Satisfaction in Distribution
Business
Business

We can achieve customer satisfaction in Distribution Business by fulfilling

following Customer Expectation:
Reliable Power Supply
Speedier connection to new property
Timely attend complaints
Shorter call center waiting time
Effective Customer Service

S.NO.

Reasons of Dissatisfaction

No. of consumers

Wrong Estimate

New Connection release without

NOC

High Electricity Bill

Not receiving Bill

Sending from one counter to

another counter in PP

Not explaining bill properly

78

Form
abletotofill
understand
Whichnot
form
is not
explained properly

Lesser Bill payment counter

10

KIOSK not operating properly

11

No ladies counter

12

Different information from every

counter in PP

13

Call does not connect

14

Complaint(of meter shifting,load

reduction) not attended

15

Not taking multiple bill payment

Customer care center

16

DVVNL arrears come in TPL bill

even after clearing DVVNL dues

17

Not able to understand

information given by CSR
No
for
Not separate
attendedcounter
NPC complaint
Electricity bill payment
through cheque

19
18

11

20

Not accepting more than 20,000

cash at Bill collection center

21

Not accepting other

19

No separate counter for

1
Electricity bill payment through
cheque

20

Not accepting more than 20,000

cash at Bill collection center

21

Not accepting other

payments(RO/DO,Quotation,Da
mage Memos etc) at bill
collection center

22

No facility of paying RO/DO

charges online
Mobile van arrived before
receiving bill in
Maharshipuram

23

24

No inforamtion regardingUPERC 2
new tariff

25

Mobile van not taking payment

without electricity bill

Our
OurApproach
ApproachFor
ForProject
Project
We have taken feedback from consumers (413 through feedback form + 73 through
calls)
Feedback Form consists of:
1) Purpose of visit
2) CSR response
3) Dissatisfaction reasons
Analysis of feedbacks
Finding major reasons of dissatisfaction
Suggestions to increase customer satisfaction

Purpose
Purposeof
ofvisit
visit

For General Information

For Application
For registering complaints
For bill payment
Others.

CSR
CSRResponse
ResponseAnalysis
Analysis
On the basis of following three question:
Q.1 CSR behavior and politeness to consumer
Q.2 Understanding problem of consumer
Q.3 Solution provided to consumer by CSR
100
80
60

%
40
20
0

Politeness

Understanding Problem

Solution

Reasons
Reasonsof
ofDissatisfaction
Dissatisfaction
S. NO

QUERIES OF CONSUMER

NO. OF CONSUMERS

Meter Fast

16

Wrong reading

High Electricity Bill

UPERC new tariff

Not Receiving Bill

14

No Ladies payment counter

Understanding of form

Multiple payments

Not taking RO/DO charges at Bill Collection Centre

10

DVVNL arrears

11

Operation (KIOSK) machine related

S.No.

QUERIES OF CONSUMERS

NO. OF CONSUMERS

12.

Lesser bill counters

13.
14.
15.

Customer
CustomerSatisfaction
SatisfactionAnalysis
Analysis
Satisfied
21%

Unsatisfied

79%

Source: Feedback Form

Major
Majorreasons
reasonsfor
fordissatisfaction
dissatisfaction

Meter relatedBill relatedBill payment relatedPart payment relatedKIOSK machine related-14 consumers
Customer care related-29 consumers

Dissatisfaction
DissatisfactionReason:-1
Reason:-1
Meter
MeterRelated
Related
Meter fast
Wrong reading

Suggestion

Dissatisfaction
DissatisfactionReason:Reason:-22
Bill
BillRelated
Related

High electricity bill

Proper delivery of bill
No detailed information about current tariff
DVVNL arrears shown in TPL bill even after paying DVVNL arrears.
Assessed Bill related.

Suggestion

Dissatisfaction
Dissatisfactionreason:reason:-33
KIOSK
KIOSKMachine
MachineRelated
Related
Time out shortly
Not Working Properly

Suggestion

Dissatisfaction
Dissatisfactionreason:reason:-44
Bill
BillPayment
PaymentRelated
Related
Long line at Bill payment counter
No online facility of paying RO/DO charges
Bill collection center does not accept all type of payment(RO/DO,Quotation,
Damage Memo etc.) and also does not accept more than 20,000 cash.
No ladies counter
Mobile van not taking bill by service no.
Mobile van comes before bill distribution in some area

Suggestion

Dissatisfaction
DissatisfactionReason:Reason:-55
Part
PartPayment
PaymentRelated
Related
Part Payment not allowing to all

Dissatisfaction
DissatisfactionReason:Reason:-55
Customer
CustomerCare
CareRelated
Related
Forms are not understood in English
There are 4 forms which are only in English
1.Cancellation Form
2.Refund Of Security
3.DVVNL Arrears
4.DVVNL Security

Existing
ExistingCounters
CountersatatCustomer
CustomerCare
Care
COUNTER No.

POORNAND PLAZA

JAIPUR HOUSE

SADAR

HELP DESK

HELP DESK

HELP DESK

BILL PAYMENT

BILL PAYMENT

BILL PAYMENT

BILL PAYMENT

BILL PAYMENT

BILL PAYMENT

BILL PAYMENT

BILL PAYMENT

CUSTOMER SERVICE

CUSTOMER SERVICE

CUSTOMER SERVICE

CUSTOMER SERVICE

CUSTOMER SERVICE

CUSTOMER SERVICE

CUSTOMER SERVICE

CUSTOMER SERVICE

CUSTOMER SERVICE

CUSTOMER SERVICE

CUSTOMER SERVICE

CUSTOMER SERVICE

CUSTOMER SERVICEESCALATED

LED COUNTER

10

CUSTOMER SERVICEESCALATED

11

CUSTOMER SERVICE

12

CUSTOMER SERVICE

Improvement
Improvementin
inCounters
Counters
1.HELP DESK COUNTER

CSRS

POORNAND PLAZA

JAIPUR HOUSE

SADAR

1 OR 2

Suggestion

2.LED COUNTER

LED COUNTER

AVERAGE
DISTRIBUTION

POORNAND PLAZA

JAIPUR HOUSE

SADAR

COUNTER NO. 9

OUTSIDE

OUTSIDE

POORNAND PLAZA

JAIPUR HOUSE

SADAR

500

300

400

Suggestion

3.ESCALATED COUNTER:

COUNTER NO.

TOTAL SERVICED
TOKENS

POORNAND PLAZA

JAIPUR HOUSE

SADAR

10

POORNAND PLAZA

JAIPUR HOUSE

SADAR

405

218

179

Suggestion

4. BILL PAYMENT COUNTER

POORNAND PLAZA

JAIPUR HOUSE

SADAR

SENIOR CITIZENS &

DIFFERENTLY ABLED

YES

YES

YES

LADIES

NO

NO

NO

Suggestion

1.Form availability:
POORNAND
PLAZA

JAIPUR HOUSE

SADAR

AT STAND

12

18

AT HELP DESK

WITH CSR

11

2.Difficulty in form filling:

Suggestion

2.Quotation form:
In description of charges we give service line charges, in addition to this, detail
amount and quantity of following things should be mentioned for clarity to
consumers about payment.
1.Meter cost.
2.Cable quantity and cable cost used.
3.Labour cost.
4.UG/OH cost.

Other
Suggestion
Other Suggestion

Bill payment through card swap.

LED Display should be placed at customer care center for latest information.
At each counter pay online @ connect.torrentpower.com should be pasted.
Advance payment form should be present at help desk.
Detailed time and address of the camp should be put on the notice board.
Conduct annual customer satisfaction & opinion survey.

Conclusion
Conclusion

FE

I O N

C K
BA

Thank
you

Thank you

Suggestion

Sugges tion

There should be a panel of MTL and customer care which work together for
customer satisfaction regarding meter fast.
Verification of Meter Reading should be done efficiently if large variation in
reading comes.

Suggestion
Awareness camp for consumers to use low power consumption devices e.g.
use 7W LED instead of a 100W bulb Etc.
In case of disconnecting supply consumer should be informed (through call or
sms) one day before not on the disconnection day.
In TPL electricity bill, DVVNL Arrear comes for those consumers also who
had paid DVVNL Arrears.
Assessed bill detail should also be written in Hindi rather than English only.
UPERC Tariff schedule (effective from 10 Aug, 2016) should be on the
Notice Board till it doesnt come backside of electricity bill.

Suggestion
Time out should be increased by programming if possible.
KIOSK Machine should be regularly monitored by IT Department Representative

Suggestion
Bill should be sent before the arrival of Mobile Van in that area.
Allow all type of payment at Bill Collection Centre, accept cash of 20,000 or more
also.
Allow online Bill payment of RO/DO charges also.
Cheque payment directly at customer service counter.
Allow mobile van to accept bill payment with service no. only.
Allow ladies customer to pay bill at senior citizens and differently abled counter.

Suggestion
There should be 2 CSR always at Poornand Plazas help desk
Why?
Because from 15/9/16 to 21/9/16 there was only 1 CSR due to which proper
communication b/w consumer and CSR was not observable but from 22/9/16 to till
date 2 CSR used to be at help desk which lead to smoother operation at Poornaand
Plaza

Suggestion
Led counter at Poornand Plaza can be made outside so that we can have 1 more
counter for customer service/bill payment

Suggestion
Escalated counter at Poornanad Plaza should be 2 instead of 1 because total
serviced token at Poornand Plaza is double of Sadar and Jaipur house

Suggestion
Ladies consumer should be allowed to pay electricity bill at senior citizens and
differently abled counter

Suggestion
If we keep all 18 forms(except new application form) at stand then consumer will
directly come at help desk, will query and take form and after filling the form they
will take the token and go to counter for submission just once instead of two times
Sample copy of all filled forms should be put on the notice board for consumer
understanding how to fill the form and also it will reduce crowd at help desk

Feedback
Feedbackof
ofconsumer
consumerfrom
fromdifferent
different
Customer
CustomerCare
CareCentres
Centres
Poornanand Plaza

Jaipur House

Sadar Bazar

196

119

98

Total Feedback Forms

196+119+98=413

CUSTOMER CARE CENTER

SATISFIED (%)

UNSATISFIED (%)

Poornanand Plaza

71.85

28.15

Jaipur House

80.19

19.81

Sadar Bazar

83.07

16.93