A survey of customer responses for developing value-added services

Abstract

Due to the deregulation of power industry, power system has been changed in its composition with the introduction of markets and customer into the traditional industry. This gives many energy service providers (ESPs) opportunities for doing electric businesses with customer. But, they need looking for best practices in their business due to the competition among ESPs. Also the factor of customer satisfaction is very important for developing value-added services. Until now, there are little surveys on the customer opinion on electric related services. In this study, the customer responses are analyzed from the survey results. First, the 350 customer who have demand above 100kW are selected by sampling from about 120,000. The process of the survey in this study is composed of 3 stages for narrowing the best one from the possible services. And the results of quantitative research are described for service choices, preference of specific services and resources management/tariff. The final result shows that the services of outage information and power quality are the first choice for high demand customer.