Customer care survey

What is Customer Care?
CustomerCare is a monthly tacking study whereby Eskom monitors the satisfaction of customers with the service received via the Eskom Contact Centres. Results are used to identify service aspects within the whole chain that need to be addressed and improved. How are customers selected for participation? Each week a list is downloaded of all resolved interactions logged by the Contact Centres. This list is used to randomly select customers to contact for the survey across each of the seven Contact Centres and for each of the interaction types logged.

What questions are asked?
Firstly customers are asked to rate their overall satisfaction of the service received. If the service received was not satisfactorily, customer also rate the service received from the Contact Centre itself. If additional work was required in order to complete the request, customers also rate the satisfaction with the additional work performed.

How many interviews are conducted?
The aim is to complete a total of 1500 interviews per month to ensure a representative view per Contact Centre across the different interaction types.

How is the survey conducted?
Selected customers receive an SMS to inform them that they will receive a call from Dashboard Research to evaluate the service received. Customers then receive a call using Integrated Voice Recording (IVR) to evaluate the service received. IVR technology means that the survey is recorded and the customer enters his/ her responses on the telephone. Customers are also asked to provide feedback regarding the service which is recorded. Once the call is received, customers are firstly informed that they can do the evaluation immediately, request to be called back later, refuse to participate or request more information about the project.

Why are interviews conducted by an external company?
The customer feedback received is one of Eskom formal Key Performance Indicators (KPIs) used to evaluate Eskom’s service together with other indicators, such as financial and technical indicators. It is therefore important that independent feedback is obtained that is not biased in any way.

Why is Integrated Voice Recording (IVR) used?
This is new technology that addresses certain of the shortcoming of traditional telephonic interviewing. Some of the benefits are: - there is no interviewer bias - the cost per interview is lower, therefore a larger number of customers can be contacted to ensure more representative feedback - it eliminates human error in capturing and interpreting what the customer says - results are available immediately and response time is therefore quicker - customer ratings can be compared to what is captured on the Contact Centre system to identify gaps between service delivery and expectations. Token of appreciation In order to demonstrate that Eskom values the time and effort taken by our customers to provide us with feedback, one customer stands a chance to win a R500 airtime voucher each month. This name is randomly selected from the list of all customers who have completed the survey in that particular month. The customer is notified directly.