Service Quality

Customer satisfaction is an essential value at Avista. One way we measure satisfaction is through a quarterly survey—“Voice of the Customer”—to measure and track the satisfaction of customers who have contact with Avista through the Call Center and/or work performed through an Avista construction office.

Customers are asked to rate the importance of several key service attributes (time for connection to a representative, representative being courteous and friendly, representative being knowledgeable, being informed of job status, leaving property in condition found, etc.) and then to rate Avista’s performance with respect to the same attributes. Customers are also asked to rate their satisfaction with the overall service received from Avista. Customer verbatim comments are also captured and recorded.

Customer satisfaction ratings have exceeded 90% in each of the past 11 years.
  2010 2009 2008 2007
Customer satisfaction (very satisfied and satisfied) 93% 93% 93% 95%
Reliability
  2010 2009 2008 2007
Average outage restoration time 118 minutes 126 minutes 113 minutes 115 minutes
Average outages per customer 1.23 1.52 1.40 1.40
Productivity
  2010 2009 2008 2007
Customer meters* per employee 451 454 470 465
*Electric and natural gas meters