CUSTOMER EMPOWERMENT & SATISFACTION

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Customer Empowerment & Satisfaction

Tata Power-DDL, in its decade-long journey, has continuously worked towards empowerment of customers using technology and many digital platforms like Mobile App, Website, Smart Meter Portal, Virtual Assistant, WhatsApp services Webchat,

Customer Delight & Happiness Survey

In order to ensure Tata Power-DDL’s understanding of customer perception about its current services, satisfaction and engagement levels, Customer Delight & Happiness Survey (CDS) is conducted annually with segment specific questionnaires either through an independent agency or through internal online survey in alternate years.

The questions on ‘Process’ parameters, like Quality and Reliability of electricity supply; Quality of No Power Supply (NPS) Restoration Process; Quality of New Connection/Load enhancement /Category Change Process; Quality of Metering; Quality of Billing; Quality of Payment process; Quality of Request & Complaint Management Process; Quality of Communication/ Relationship building initiatives etc., are asked from the respondents on a scale of 1 to 5, 5 being Extremely Happy, and 1 being Extremely Unhappy.

In order to help customers carry out their transactions with the company, the following channels have been provided

  • Offline Platforms - State-of-art Customer Care Centre, Self-service E-kiosks, Any Time Payment Machines & Call Centre
  • Digital Platforms – Website, Mobile App, Webchat with “Roshni”, sms, Whatsapp, Samvad app, payment wallets, tabs at Customer Care Centres etc.
  • For High End Customers, in addition to these channels, Key Account Managers act as direct interface between the customer and the company

During Covid-19 pandemic, lockdown was announced throughout the world. In order to ensure non-stop connect, a special section on the website titled “Powering Fight Against Corona” was initiated. In order to ensure that all services continue in an uninterrupted manner, specific digital developments were introduced, based on Voice of Consumers.

Tata Power Delhi Distribution is the first utility that has started installation of smart meters, in the first phase 2.5 lakh smart meters were installed by FY 2019. Smart Meter Customers can monitor & control their electricity consumption using the Smart Meter portal on Website or Mobile App. Parameters monitored under this are availability of consumption history, alerts, daily reads, time of use data & non-intrusive reading. The Smart Meter Portal is being promoted under the campaign “ Samajhdari ki Choice.”

  • Online application for New Connection Security Refund, Metering, Reading & Billing, Name and Address Correction through Website and Mobile App
  • Registration of No Power Supply complaints through Missed call and Whatsapp
  • Live Help / Chat option on Mobile App
  • Self-meter reading along with the photograph option
  • Prepaid Coupons through Website and Mobile App
  • Smart Meter portal on Website and Mobile App to monitor power usage
  • Tutorial Videos on various digital facilities made available on YouTube Channel and website called “Customer Education Series”

Ease of Doing Business at Tata Power-DDL

190 Economies around the world are ranked by World Bank on 10 parameters. Getting electricity is one of them. The parameters considered in evaluating ‘Getting Electricity for an electricity connection which impact a 140KW / 150 KVA connection on 415V supply are:

  • Time taken to get electricity connection
  • Cost required for getting a new connection
  • Procedures required to be completed for getting new connection
  • Reliability of electricity supply

Many reforms have been undertaken in Delhi, which has contributed to the improvements in rankings.

  • Energization within 7* days for new electricity connection applications
  • 2 Documents (ID Proof and Ownership Proof) are required for obtaining New Electricity Connection along with the application form
  • Rationalization of tariff on 415V for connections up to 150KVA
  • Supply on LT loads upto 200KW/215KVA

The concerted efforts of Ministry of Power, Central Electricity Authority, Government of Maharashtra and the DISCOMS – TATA Power-DDL and BEST, have contributed in raising India’s rank in ‘Getting Electricity’ from 137th rank in 2015 to an impressive 22nd rank in 2019.