Consumers highly appreciate the quality of services of "Lipetskenergo"

IDGC of Centre – Lipetskenergo division summed up the survey of consumers in 2015. In total, 681 respondents participated in the survey, which was conducted on the entire service area of the branch.

The aim of the survey was to study consumers’ opinions about the quality of services provided. Analysis of the study will allow the power company to assess the effectiveness of used customer services and develop corrective measures for their improvement.

In the survey the majority of consumers, namely, 89% of them, indicated the completeness and accessibility of information provided by specialists of "Lipetskenergo", as well as a high level of competence and efficiency of its staff. Dissatisfaction with the quality of customer service, for whatever reasons, who did not receive the necessary information when they contacted the power company, was less than 1.5% of the total number of respondents. Their comments were taken into operation and will necessarily be taken into account in the future activity. Suggestions for improving the quality of services, set out in the questionnaire, concerned the issues of informing customers about the due date of payment for services rendered. According to the results of their analysis an additional communication channel -SMS-informing of customers - was implemented.

Focusing on the interests of customers "Lipetskenergo" constantly improves the quality of service and "feedback". For building effective cooperation both with the company’s customers and with potential applicants, contractors and partners the company has a centralized system of customer service – the Customer Service Centre in Lipetsk, 18 points to work with customers in every regional centre of the region, the internet reception on the company’s website at www.mrsk-1.ru and the Contact - Centre of IDGC of Centre at 8-800-50-50-115, operating around the clock. The call on the line of power engineers from any phone in the Russian Federation is free of charge.

"Conducted in the company surveys allow not only to examine the opinion of consumers, but also to identify "weak spots "in the company, and in particular in implementing grid connection activities. And measures to address them, in turn, make it possible to increase the accessibility and transparency of the procedure for connecting to the grid. That is why a view of each of our customers is important to us," stressed Deputy Director for Sale and Development of Services Alexander Kosolapov.