Service Quality

Customer satisfaction

Customer satisfaction is an essential value at Avista. We measure satisfaction by doing 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.

2009 2008 2007
Customer Satisfaction
(Very Satisfied and satisfied)
93% 93% 95%

Average outage restoration time; Average outages per customer
Reliability
Average outage restoration time 126 minutes 113 minutes 115 minutes
Average outages per customer 1.52 1.40 1.14
Productivity
Customer meters* per employee 454 470 465

*Electric and natural gas meters