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28th January 2017
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Consumer and Recreational

Case Study 1
We have executed customer audits for major power utility companies in India. This was carried out in two phases – in the first phase, in the context of privatization of power distribution, parent power companies needed to assure themselves that customers were satisfied with distribution licensees, awareness of customers regarding electricity consumers’ rights/ procedures, awareness of consumers regarding regulations published by parent company for efficient working of distribution licensees, type of complaint incidences, speed and efficiency of complaint resolution. Second phase entailed – audit of meter installation at customer residences. Database of around 20,000 customers was shared by the client. Apart from installation check, condition of installation, generation of monthly bill was to be evaluated. While first phase was a questionnaire based survey, second phase required a checklist of touch points to be covered and experienced and trained field investigators evaluated the installations according to checklist.