Section 411.305  Customer Survey Requirements

a)         The survey addresses the following topics:

1)         Residential and non-residential screening;

2)         Overall satisfaction;

3)         Reliability performance;

4)         Customer service performance;

5)         Understanding of services;

6)         Tree-trimming performance;

7)         Billing; and

8)         Demographics and firmographics.

b)         The research objectives for these surveys are to provide the Commission with basic knowledge about:

1)         Consumer understanding of electric delivery services and prices for residential, commercial and industrial consumers for each utility;

2)         Consumer satisfaction with electric delivery services and reliability; and

3)         Changes in understanding and satisfaction over time for residential and non-residential consumers and within subgroups.

(Source:  Added at 24 Ill. Reg. 12914, effective September 1, 2000)