CONSUMER SATISFACTION SURVEY for WBSEDCL Findings

CONSUMER SATISFACTION SURVEY FOR WBSEDCL

Findings of Cycle 6

Prepared for: West Bengal State Electricity Distribution Company Limited

September, 2015

1 Contents

Section 1:O bjectives & Methodology

Section 2: Executive Summary

Section 3: Brand Salience

Section 4: Overall Satisfaction Index

Section 5: Understanding performance in detail

Section 6: Appendix

2 SectionSection 1: Objectives1: Objectives & & Methodology Methodology

3 Research Objectives

1 Consumer Satisfaction Levels

• Across categories of Consumers (Domestic, Commercial, Agriculture, Industrial, Large industrial

• All Rural & Urban districts of WBSEDCL jurisdiction area

• New customer service initiatives such as 24/7 LT Maintenance Mobile Vans, Payment Kiosks etc. 2 Consumer Service Expectation

• Different regions (Urban & Rural)

• Different Consumer Categories, Domestic, Commercial, Agriculture, Industrial & Large Industrial (DCB & CB) 3 Preference of Customer Service

• Different Consumer Categories, Domestic, Commercial, Agriculture, Industrial & Large Industrial (DCB & CB) 4 WBSEDCL Brand Perception

• Key Motivators & Drivers

• Brand Index with similar other service providers in West Bengal

4 Research Objectives

5 Improvement in key Technical & Commercial Processes

• Power Supply conditions

• New Service Connection Process

• Metering & Billing Process

• Collection Services

• Safety aspects of WBSEDCL

6 Satisfaction & Improvement in Customer Touch points • Website, Call Centre, Communication notices and other areas provided by WBSEDCL

7 Awareness & Perception

• Power Theft, Community Service Program

• Perception of customers about WBSEDCL staff in terms of professionalism, friendly, courteous and other aspects.

5 Parameters Used for Evaluation A total of 7 primary factors on which satisfaction index has been calculated

Quality of Power Complaint Payment New Connection Fault Repair Meter Reading Billing Supply Handling Process

• Ease of getting new • Power supply with • Time taken by the • Ease of getting • Regularity of meter • Regular receipt of • Convenient location connection minimum WBSEDCL staff to through the toll free reading the bill of bill collection • Charges for new interruption reach the area number • Meter reading noted • Accuracy of the bill centre connection • Minimum voltage • Time taken to rectify • Convenient location correctly • Ease of • Convenient timing • Politeness of the fluctuation the fault of the call centre or understanding the for payment WBSEDCL staff • Providing prior • Identifying and electric supply office bill • Ease of making • Professional attitude information on understanding the • Politeness and • Clear instruction on payment of the staff power cuts problem courteous nature of various modes of • Time spent standing • Time taken to get a • Carry out continuous • Polite nature of the the staff taking down payment in the queues. new connection maintenance work to staff the complaint • Adequate time given • Polite and courteous minimize the power • Professional attitude • Professional attitude between receipt of behaviour of the failure of the staff of the staff bills and payment staff • Knowledge level of • Taking action after date • Professional attitude the staff first call • Ease of getting a of the staff • Ensuring that the • Providing time duplicate bill • Facilities available problem is fixed duration for • Spot billing like seating, properly redressing the cleanliness, water, • Taking all necessary complaint fan etc. safety measures • Information provided • Convenient location while carrying out in the event of delay of the drop boxes the work in fixing the fault • Time taken for the • Availability of 24X7 cheque to get LT Maintenance Van credited • Reliability of the ECS payment • Convenience of the ECS payment mode • Reliability of the making payment online • Ease of accessing the website • Clarity of instruction given in the website regarding payment • Time taken to make the payment • Ease of making the online payment

6 Research Design & Methodology

Target respondent • WBSEDCL Customers – Domestic, Commercial, Industrial, LT (Bulk) profile and Agriculture

• A total of 4,068 WBSEDCL customers were interviewed across 17 Sample size and spread regions.

• To meet the research objectives, we need to understand how Research approach WBSEDCL is performing on important parameters and thus identify areas of improvement

• Face to Face interviews were conducted amongst the eligible Research Methodology respondents using a structured questionnaire

7 Fieldwork Centers

Siliguri Zone

Berhampur Zone

Burdwan Zone Kolkata Zone

Midnapur Zone

8 Sampling

We took all necessary steps to identify the right customer from the WBSEDCL customer base which is more than 10 million.

We covered the following customers during the survey

Domestic – Urban, Rural

Commercial – Urban, Rural

Industrial

Centralized Bulk

Decentralized Bulk

Agriculture customers

During the survey we covered all the 5 zones, 17 Regions and 56 divisions.

Sample plan was finalized after consulting with WBSEDCL project team.

Random sampling with the universe and field level identification of customers followed by Quota sampling with geographic segmentation. Zone wise Sample Spread Domestic Domestic Commercial Commercial Industrial Centralized Bulk Decentralized Bulk Agriculture Total Rural Urban Rural Urban Kolkata 494 291 60 42 101 15 28 27 1058 Burdwan 464 159 43 30 81 10 25 27 839 Midnapur 555 76 35 13 103 10 28 25 845 Berhampur 443 90 30 18 79 5 25 25 715 Siliguri 346 84 26 20 77 8 25 25 611 Total sample 2302 700 194 123 441 48 131 129 4068

9 Sample Spread

Domestic Domestic Commercial Commercial Centralized Decentraliz Zone Region Division Name Industrial Agriculture Rural Urban Rural Urban Bulk ed Bulk Barrackpur 12 42 2 5 Barasat 37 33 7 5 North 24 Parganas Habra 61 24 5 4 Naihati 11 36 1 6 Basirhat 55 19 4 3 North 24 Parganas total 176 154 19 23 Behala 38 0 4 0 Baruipur 61 6 8 2 South 24 Parganas Garia 9 49 1 6 101 15 28 27 Kolkata Diamond Harbour 35 7 6 2 South 24 Parganas total 143 62 19 10 Howrah - I 27 15 4 2 Howrah Uluberia 65 7 8 1 Howrah -II 60 0 7 0 Howrah Total 152 22 19 3 Bidhannagar - I 0 16 0 1 Bidhannagar Bidhannagar - II 23 37 3 5 Bidhannangar Total 23 53 3 6 Kolkata - Total 494 291 60 42 101 15 28 27 Asansol 10 38 1 7 Durgapur 34 15 3 3 Katwa 24 7 1 1 Burdwan Kalna 33 3 3 1 Memari 30 2 3 1 Burdwan- Urban 24 10 2 2 Burdwan- Rural 24 11 1 2 Burdwan Total 179 86 14 17 Suri 42 14 3 2 81 10 25 27 Burdwan Birbhum Rampurhat 51 8 3 2 Birbhum Total 93 22 6 4 Serampore 20 14 2 2 Chandannagar 12 25 1 3 Arambagh 55 4 6 1 Hooghly Tarakeswar 43 2 5 1 Singur-Haripal 32 0 4 0 Mogra 30 6 5 2 Hooghly Total 192 51 23 9 Burdwan Total 464 159 43 30 81 10 25 27

10 Sample Spread (Contd…)

Domestic Domestic Commercia Commercia Centralized Decentraliz Zone Region Division Name Industrial Agriculture Rural Urban l Rural l Urban Bulk ed Bulk Bankura 52 12 2 1 Bankura Bishnupur 64 6 5 1 Bankura Total 116 18 7 2 Purulia Purulia 66 9 3 2 Purulia Total 66 9 3 2 Kharagpur 77 11 5 1 Midnapur 103 10 28 25 W. Midanapur Ghatal 51 6 3 1 Midnapur 82 14 4 2 W Midnapur Total 210 31 12 4 Tamluk 62 5 6 1 E. Midanapur Contai 67 5 4 2 Haldia 34 8 3 2 E Midnapur Total 163 18 13 5 Midnapur - Total 555 76 35 13 103 10 28 25 Kalyani 59 23 5 4 Nadia Krishnanagar 48 25 5 5 Tehatta 66 0 4 0 Nadia Total 173 48 14 9 Berhampur 76 17 4 4 Berhampur 79 5 25 25 Mushidabad Kandi 34 4 3 0 Raghunathganj 50 6 4 1 Murshidabad Total 160 27 11 5 N. Malda 51 7 3 1 Malda S. Malda 59 8 2 3 Malda Total 110 15 5 4 Berhampur - Total 443 90 30 18 79 5 25 25 Siliguri 8 28 1 7 Siliguri- Sub- Urban 39 2 3 1 Siliguri / Darjiling Kurseong 9 1 0 0 Darjeeling 10 5 0 1 Kalimpong 5 1 0 0 Siligrui Tootal 71 37 4 9 Siliguri 77 8 25 25 Jalpaiguri 63 12 5 3 Jalpaiguri Alipurduar 40 4 4 1 Coochbehar 50 10 5 3 Jalpaiguri Total 153 26 14 7 Dakshin Dinajpur 53 8 4 2 Raiganj Uttar Dinajpur 69 13 4 2 Raiganj Total 122 21 8 4 Siligurii - Total 346 84 26 20 77 8 25 25

11 SectionSection 1: Objectives 2: Executive & Summary Methodology

12 Executive Summary

Overall CSI Overall satisfaction index is high for WBSEDCL in Cycle 6. Consumers of different zones and across categories are highly satisfied with the services. There are instances of lower satisfaction but from a bigger perspective the picture is overwhelming. We have seen there is a YoY growth in Overall CSI across the zone. But there is an area of concern for Bulk Customers where the overall Index has seen a dip.

Branding The brand name WBSEDCL has made a significant impact on the consumers with 92% recall the distribution company as WBSEDCL. Compared to earlier cycles we can definitely say that the brand building exercise by WBSEDCL is paying the dividend. WBSEDCL as a company is regarded as most reputed , efficient, best known. It is also perceived to be a better service provider compared to other Government agencies like BSNL, Banks, Panchayat etc.

New Service Connection Overall experience of the customers across different zones is satisfactory but expectation of consumers are always up. Among all the zones, Siliguri is performing high for new service connection.

Quality of Power Supply The power situation across the state has improved significantly but still summer season is a cause of worry for the consumers when power cut happens 2-3 times a day for a period of 1 hour every time. Centralized Bulk customers are not so satisfied with the quality of power supply mainly due to power outage.

Fault Repair Complaint registration for fault repair is very low except among the Bulk customers. Bulk Customers use to register a complaint on every month which shows that there are certain issue with the power supply.

13 Executive Summary

Meter Reading Majority of the consumers are very satisfied with the regular meter reading.

Bill Payment Till now the major segment of WBSEDCL customers do prefer to pay their bill by cash at the collection center. Bulk customers do prefer ECS or by Cheque. Online payment still not growing although awareness has grown up. Consumers are really enthusiasts about the mobile van kiosk – specifically the Domestic, Agriculture and Commercial consumers who don’t want to travel long and wait on queues to pay their bills. Bulk consumers are not so interested about this payment mode as they already are using alternative mode of payment like ECS and Cheque which are more conventional and convenient for them.

Customer Relationship Programme – Anti Power Theft Programme Programme awareness is very little. But consumers do perceive that this type of programme should be held on regular basis to reduce the theft. Safety Programme Safety programmes are yet to make any impact on the consumers.

Last Three Years of Service The consumers across segments and across zones do admit that the service has improved in the last three years which is a significant achievement of the management.

14 Executive Summary – Performance Driver for WBSEDCL

Cost of Entry Key Drivers Convenient location of bill collection center Taking all necessary safety measures while carrying Meter reading noted correctly out the work High Facilities available for sitting, cleanliness, water, fan Clear instruction on various modes of payment etc. Polite nature of the staffs Carry out continuous maintenance work to minimize Power supply with minimum interruption the power failure Charges for new connection Regular receipt of the bill Time taken to rectify the fault Spot billing Ease of getting through the toll free number Time taken by the WBSEDCL staff to reach the area Time spent standing in the queues. Ease of getting new connection Regularity of meter reading Convenient location of the call center or electric supply Information provided in the event of delay in fixing the office fault Providing time duration for redressing the complaint Professional attitude of the staffs

Ease of making payment Knowledge level of the staff Stated Importance Stated Ensuring that the problem is fixed properly Providing prior information on power cuts Time taken to get a new connection Ease of getting a duplicate bill Politeness of the WBSEDCL staffs Accuracy of the bill Availability of 24X7 LT Maintenance Van Minimum voltage fluctuation Identifying and understanding the problem Convenient timing for payment Adequate time given between receipt of bills and payment date Taking action after first call

Low Ease of understanding the bill Politeness and courteous nature of the staffs taking down the complaint Low Derived Importance High Least Influential Underlying Drivers

15 Section 1:Section Objectives 3: Brand &Salience Methodology

16 What is the Impact of WBSEDCL Branding?

Brand Awareness

Other Govt. Agencies Don't know/Can't Say WBSEB 5% 1% 2%

WBSEDCL 92%

Brand building exercise has finally got a big boost when 92% of the customers recognize WBSEDCL as the company which supplies electricity.

Base: All Customers (4,068)

17 WBSEDCL Brand Imagery (Top 2 Box Score)

99 97 97 96 96 95 94 92 92

Company One of the Efficient Company Easy to deal Transparent Caring Trustworthy Company Customer with best company with with company with centric excellent companies in excellent professional company reputation power sector infrastructure outlook and modern technology

Overall, WBSEDCL has built up an excellent image among the consumers which is helping them to build the brand and trust among consumers.

All figures in % Base: All Customers (4,068)

18 Brand Perception Index

Brand Perception Index vis-à-vis Other Utility Service Provider

4.55

4.38

4.26 4.22

4.07 4.06 3.85 3.97 WBSEDCL service service provider BSNLLandline services HP,Bharat NationalizedBanks BSNLMobile phone Govt.Health service Cookinggas service providerlike Indane, BSNLInternet service MunicipalPanchayat / Compared to other Government utility agencies, WBSEDCL has better brand perception index which is the reflection of strong brand image of WBSEDCL.

Base: All Customers (4,068)

19 SectionSection 1: Objectives 4: Overall Satisfaction & Methodology Index

20 Customer Satisfaction Index Benchmark

• Benchmark for Satisfaction Index:

Score of > 90 : Very High satisfaction

Score of 75 to 89 : High satisfaction

Score of 71 to 75 : Healthy but scope of further enhancement

Score of 51 to 70 : Low satisfaction

Score of < 51 : Very low satisfaction This is an index and even 1 point difference is considered significant

21 Overall CSI – Cycle 6

Satisfaction Overall Satisfaction is high across all the zones and customer segments Siliguri is the star performer for Phase 6 of the study.

Overall Satisfaction Score by Zone

Zone Overall Siliguri Burdwan Berhampur Midnapur Kolkata

Overall Satisfaction 86.6 88.5 87.1 85.8 85.7 85.5 Domestic - Urban 87.6 88.9 88.3 87.9 87.2 85.9 Domestic - Rural 86.7 87.6 87.1 86.7 86.1 86.2 Commercial-Urban 88.2 89.0 88.1 88.6 88.5 86.6 Commercial - Rural 87.2 88.5 87.8 87.4 85.6 87.0 Industrial 87.0 88.8 88.5 83.2 88.1 86.5 Centralized Bulk 83.9 89.3 82.7 82.5 82.7 82.3 De-Centralized Bulk 84.3 89.5 86.4 82.5 80.9 82.4 Agriculture 87.6 86.3 87.7 88.0 86.3 86.8

22 Customer Satisfaction Index – by Zone – Cycle 6

88.5

87.1 86.5 85.8 85.7

State Average Siliguri Burdwan Berhampur Midnapur Satisfaction Index

Among all the zones, Siliguri has the highest satisfaction index followed by Burdwan.

All figures in numbers

Base: All Customers; Kolkata (1,058), Burdwan (839), Midnapur (845), Berhampur (715), Siliguri (611)

23 Comparing the Customer Satisfaction Index Scores - Cycle 1, Cycle 2, Cycle 3, Cycle 4, Cycle 5 and Cycle 6 – by Zone

While satisfaction level across all zones have improved from Cycle 4 onwards, there is a little less satisfaction among the Kolkata customers .

Siliguri Kolkata Burdwan 88.5 86.7 87.1 88.1 85.9 86.0 87.1 84.8 85.5 85.8 83.8 84.2 83.3 81.6 81.9 81.4 80.8 80.6

Cycle Cycle Cycle Cycle Cycle Cycle Cycle Cycle Cycle Cycle Cycle Cycle Cycle Cycle Cycle Cycle Cycle Cycle 1 2 3 4 5 6 1 2 3 4 5 6 1 2 3 4 5 6

Berhampur Midnapur

85.5 85.8 85.7 85.7 83.7 83.3 81.5 81.8 79.9 79 78 78.2

Cycle 1 Cycle 2 Cycle 3 Cycle 4 Cycle 5 Cycle 6 Cycle 1 Cycle 2 Cycle 3 Cycle 4 Cycle 5 Cycle 6

All figures in numbers Base: All Customers; Cycle 3: 4178; Cycle 2: 4224; Cycle 1: 4022, Cycle 4: 4035; Cycle 5: 4042; Cycle 6: 4068

24 Comparing the Customer Satisfaction Index Scores – Year 1 and Year 2 – by Zone

Year 1 Year 2 -0.4 -1.5 86.0 86.2 86.0 85.6 85.8 85.1 85.0 84.6 84.5 84.9 3.5 3.7 5.1 5.0 4.0 82.5 3.9 81.4 81.0 81.0 80.5 79.6

Domestic - Domestic - Commercial - Commercial - Industrial Centralized De-Centralized Agriculture Urban Rural Urban Rural Bulk Bulk

High level of increase in satisfaction has been observed across most of the customer segment , specifically among the Rural customers. Only dip in satisfaction index has been observed among the Bulk customers. They need to get more attention.

All figures in numbers Base: All Customers; Year 1: 12424; Year 2: 12145

25 Customer Satisfaction Index – by Customer Segment – Cycle 6

88.2 87.6 87.6 87.2 87.0 86.6 86.7

84.3 83.9

State Average Commercial - Domestic - Agriculture Commercial - Industrial Domestic - De-Centralized Centralized Index Urban Urban Rural Rural Bulk Bulk

Overall Satisfaction across the customer segment is high. Lesser satisfaction is observed among Bulk customers compared to other segment.

Base: All Customers; Domestic – Urban (700), Domestic – Rural (2302), Commercial – Urban (123), All figures in numbers Commercial – Rural (194), Agriculture (129), Industrial (441)., Centralized Bulk (48), De-Centralized Bulk (131),

26 Customer Satisfaction Index Scores - Cycle 6

Customer Satisfaction Index – Domestic

Domestic - Urban Domestic - Rural

90.6 90.4 89.4 88.1 87.6 87.6 87.5 86.7 86.4 86.5 86.3 85.9 86.1 85.6 85.5 84.8

Overall New Quality of Fault Repair Complaint Meter Reading Billing Overall Bill Satisfaction Connection Power Supply Handling Payment Process

While satisfaction for metering process is high among both Urban and Rural Domestic consumers, Rural consumers are little less satisfied on billing related issues.

All figures in numbers

Base: Domestic – Urban (700), Domestic – Rural (2302)

27 Customer Satisfaction Index Scores – Cycle 6

Customer Satisfaction Index – Commercial

Commercial - Urban Commercial - Rural

90.8 90.9 89.6 89.0 88.6 88.2 88.0 87.2 87.5 87.4 86.8 86.5 86.4 85.9 85.0 85.3

Overall New Quality of Fault Repair Complaint Meter Reading Billing Overall Satisfaction Connection Power Supply Handling Payment Process

Overall Satisfaction is very high among both Urban and Rural Commercial consumers. Satisfaction on Meter reading for both urban and rural commercial consumers are relatively high compared to other parameters. Rural Commercial consumers are relatively less satisfied with the billing.

All figures in numbers Base: Commercial – Urban (123), Commercial – Rural (194)

28 Customer Satisfaction Index Scores

Customer Satisfaction Index – De-Centralized Bulk Customer Satisfaction Index – Centralized Bulk

87.8 89.2 86.1 86.5 86.5 84.3 84.6 84.0 83.7 83.9 83.3 82.7 82.5 81.9 80.5 79.4 Billing Billing Supply Fault Repair Fault Process Supply Fault Repair Fault Process Meter Reading Meter Meter Reading Meter New Connection New Power of Quality Overall Payment Overall New Connection New Power of Quality Overall Payment Overall Overall Satisfaction Overall Complaint Handling Complaint Overall Satisfaction Overall Complaint Handling Complaint

Overall satisfaction among the Centralized bulk De-Centralized Bulk customers are overall satisfied customers are high. Lesser satisfaction is observed with WBSEDCL performance. Lesser satisfaction is for quality of power supply. observed for Complaint handling.

Base: Centralized Bulk (48), De Centralized Bulk (132) All figures in numbers

29 Customer Satisfaction Index Scores

Customer Satisfaction Index – Industrial Customer Satisfaction Index – Agriculture

90.2 91.6 89.5 87.2 87.0 86.7 87.0 86.9 87.6 87.1 87.0 87.0 85.9 85.9 85.4 84.8 Billing Billing Supply Fault Repair Fault Process Supply Fault Repair Fault Process Meter Reading Meter Meter Reading Meter Quality of Power of Quality New Connection New Overall Payment Overall New Connection New Power of Quality Overall Payment Overall Overall Satisfaction Overall Complaint Handling Complaint Overall Satisfaction Overall Complaint Handling Complaint

Industrial consumers are mostly satisfied with WBSEDCL performance. Only exception is fault repair While Agriculture consumers are overall satisfied with where the satisfaction score is less compared to other the WBSEDCL’s performance, they have lesser parameters satisfaction for Complaint Handling.

Base: Industrial (458), Agriculture (134) All figures in numbers

30 Comparing the Customer Satisfaction Index Scores – Year 1 and Year 2 – by Zone

Year 1 Year 2 87.5

3.8 85.7 1.9 85.0 84.4 83.7 83.8 2.9 3.0 83.2 82.1 2.8 81.4 80.4

Siliguri Kolkata Burdwan Berhampur Midnapur

It is really encouraging to find that WBSEDCL is working towards the right direction Y-O-Y basis. Overall satisfaction level of the 2nd year is higher compared to 1st year across all zones.

All figures in numbers Base: All Customers; Year 1: 12424; Year 2: 12145

31 Comparing the Customer Satisfaction Index Scores - Cycle 1, Cycle 2, Cycle 3, Cycle 4, Cycle 5 and Cycle 6 – by Customer

Consistent higher performance is observed from Cycle 4 onwards across the customer category.

Domestic - Urban Domestic - Rural

86.7 87.6 85.2 84.3 82.9 83 82.5 81.5 81.2 80 79.1 78.3

Cycle 1 Cycle 2 Cycle 3 Cycle 4 Cycle 5 Cycle 6 Cycle 1 Cycle 2 Cycle 3 Cycle 4 Cycle 5 Cycle 6

Commercial - Urban Commercial - Rural 87.2 88.2 86.1 83.4 84.2 83.9 82.9 82.8 80.3 80.6 78.3 78.3

Cycle 1 Cycle 2 Cycle 3 Cycle 4 Cycle 5 Cycle 6 Cycle 1 Cycle 2 Cycle 3 Cycle 4 Cycle 5 Cycle 6

All figures in numbers Base: All Customers; Cycle 3: 4178; Cycle 2: 4224; Cycle 1: 4022, Cycle 4: 4035; Cycle 5: 4042; Cycle 6: 4068

32 Comparing the Customer Satisfaction Index Scores - Cycle 1, Cycle 2, Cycle 3, Cycle 4, Cycle 5 and Cycle 6 – by Customer

Satisfaction among the Industrial and Bulk customers are not consistent. More focus need to be given to these segments as they are the major revenue generator for WBSEDCL.

Industrial Centralized Bulk

88.8 90.1 89.4 87.0 84.3 84.7 83.7 84.1 83.9 82.4 82.2 80.7

Cycle 1 Cycle 2 Cycle 3 Cycle 4 Cycle 5 Cycle 6 Cycle 1 Cycle 2 Cycle 3 Cycle 4 Cycle 5 Cycle 6

De-Centralized Bulk Agriculture

88.4 88.5 87.6 85.3 85.7 84.3 84.3 83.2 82.5 80.8 81.3

77.2

Cycle 1 Cycle 2 Cycle 3 Cycle 4 Cycle 5 Cycle 6 Cycle 1 Cycle 2 Cycle 3 Cycle 4 Cycle 5 Cycle 6

All figures in numbers Base: All Customers; Cycle 3: 4178; Cycle 2: 4224; Cycle 1: 4022, Cycle 4: 4035; Cycle 5: 4042; Cycle 6: 4068

33 SectionSection 5.1: 1: Understanding Objectives Performance & Methodology in Detail

New Service Connection

34 Performance Gaps: New Service Connection Process

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factor Index Gap Scores

Ease of getting new (42 ) 88.7 connection 1.3 -5.2 -4.4 -0.5 8.8

Professional attitude (29) 88.1 of the staffs -3.3 0.4 2.0 -3.6 4.5

Charges for new (36) 86.9 -4.5 connection 1.5 2.9 -0.3 0.4

(29) Time taken to get a 86.9 -4.2 -1.9 3.1 6.1 new connection -3.1

(33) Politeness of the 0.1 -0.5 5.8 -3.1 84.1 -2.3 WBSEDCL staffs

Base: Customers who took New connection; Kolkata (82), Burdwan (35), Midnapur (87), Berhampur (12), Siliguri (13)

Overall, consumers are satisfied with the new connection process with Siliguri consumers are more satisfied compared to other zones. Kolkata consumers appear to be less satisfied as they find it more time consuming and difficult process.

Zone performs better than State Average Zone performs lower than State Average

35 SectionSectionSection 5.2:5.2: 5.2: UnderstandingUnderstanding Understanding PerformancePerformance Performance inin in DetailDetail Detail

Domestic Segment - Urban

3636 Performance Gaps: Quality of Power Supply

Figures in () are the top box importance ratings for State Average Kolkata Burdwan Midnapur Berhampur Siliguri these factors in Domestic Index Urban segment Gap Scores

Carry out continuous maintenance work to (65) 91.4 minimize the power 1.5 5.6 -9.1 0.8 1.3 failure

Power supply with (55) 88.9 minimum interruption -5.0 -4.3 -2.4 3.9 7.7

Minimum voltage (44) 87.3 -2.3 7.5 -6.2 0.2 0.9 fluctuation

Providing prior (37) -1.6 -4.7 2.8 0.0 3.5 information on power 84.1 cuts

Base: All Domestic Urban Users (700); Kolkata (291), Burdwan (159), Midnapur (76), Berhampur (90), Siliguri (84)

Majority of the domestic consumers across zones are satisfied with the quality of power except Midnapur. Midnapur consumers are less satisfied with the maintenance work, power supply interruption and voltage fluctuation.

Zone performs better than State Average Zone performs lower than State Average

37 Performance Gaps: Fault Repairing

Figures in () are the top box importance ratings for State Average Kolkata Burdwan Midnapur Berhampur Siliguri these factors in Domestic Index Urban segment Gap Scores

Time taken by the (49) 90.7 WBSEDCL staff to… -7.4 -6.6 3.8 1.4 8.8 Ensuring that the (35) 88.9 problem is fixed… -10.0 -7.9 6.6 1.6 9.7 (69) Taking all necessary 88.4 safety measures… 1.2 7.1 -5.8 11.1 -0.8 Knowledge level of the (47) 86.3 -0.4 staffs 3.1 8.7 -5.9 -5.5 (50) Time taken to rectify the 85.8 2.0 8.7 0.4 -5.8 fault -5.3 Polite nature of the 85.2 -0.5 -2.9 -5.7 -2.9 11.9 (66) staffs Availability of 24X7 LT (26) 84.4 -1.4 -3.0 7.5 -1.1 -1.9 Maintenance Van Professional attitude of -0.7 (31) 83.4 -1.2 -1.3 6.3 -3.1 the staffs Identifying and -3.2 1.3 -1.7 (26) 82.0 -5.7 9.3 understanding the… Base: All Domestic Urban Users (700); Kolkata (291), Burdwan (159), Midnapur (76), Berhampur (90), Siliguri (84) Overall, satisfaction is high for WBSEDCL’s Fault repairing mechanism. Time taken to reach the place and ensuring the problem is fixed are the top two most satisfied factor under Fault Repairing. Siliguri consumers are most satisfied for these top two factors followed by Midnapur and Berhampur while Kolkata and Burdwan has lesser satisfaction. Zone performs better than State Average Zone performs lower than State Average

38 Performance Gaps: Complaint Handling

Figures in () are the top box importance ratings for State Average Kolkata Burdwan Midnapur Berhampur Siliguri these factors in Domestic Index Urban segment Gap Scores

Ease of getting (46) through the toll free 86.7 -3.8 -0.5 3.0 3.0 number -1.7 Information provided in (42) the event of delay in 86.6 -7.9 -3.5 -0.1 0.6 11.0 fixing the fault (52) Providing time duration for redressing the 86.6 2.5 7.9 -4.0 -0.8 -5.6 complaint (48) Convenient location of the call center or 86.2 3.3 6.2 -3.4 -0.3 -5.8 electric supply office (65) Professional attitude of 85.3 -2.7 0.6 the staffs 0.0 2.8 -0.7

Taking action after first 83.8 -0.8 4.5 -0.3 (24) call -0.8 -2.6

Politeness and courteous nature of the 81.8 -5.8 -1.7 7.3 1.6 -1.4 (25) staffs taking down… Base: All Domestic Urban Users (700); Kolkata (291), Burdwan (159), Midnapur (76), Berhampur (90), Siliguri (84) Overall, Urban domestic consumers are satisfied with the complaint handling mechanism of WBSEDCL, specifically ease of getting through the toll free number, information provided for delay in fixing the fault, time duration provided etc. Mixed satisfaction level observed across the parameters across the zones. Zone performs better than State Average Zone performs lower than State Average

39 Performance Gaps: Meter Reading and Billing

Figures in () are the top box importance ratings for State Average Burdwan Midnapur Berhampur Siliguri these factors in Domestic Kolkata Index Urban segment Gap Scores in Meter Reading (50) Regularity of meter reading 91.9 -4.3 -8.0 3.7 1.4 7.2 (72) Meter reading noted correctly 89.5 2.5 7.2 -5.6 1.2 -5.3

Billing Clear instruction on various (69) 92.5 modes of payment -1.4 3.8 -8.5 -1.2 7.3 (50) Regular receipt of the bill 90.5 -5.7 -5.5 -0.8 2.8 9.2

(43) Spot billing 89.5 -4.5 -6.4 1.1 1.4 8.3 (49) Ease of getting a duplicate bill 85.4 1.1 9.4 -7.1 2.1 -5.4

Accuracy of the bill 85.2 (45) 2.4 9.2 -7.7 1.3 -5.3 Adequate time given between (29) 84.3 receipt of bills and payment… 0.1 -1.6 2.2 -0.7 0.0

Ease of understanding the bill 82.3 (20) -0.6 -3.5 6.5 -0.2 -2.2

Base: All Domestic Urban Users (700); Kolkata (291), Burdwan (159), Midnapur (76), Berhampur (90), Siliguri (84)

Overall meter reading and billing are two areas where satisfaction is high. Mixed level of satisfaction is found across the zones. Zone performs better than State Average Zone performs lower than State Average

40 Performance Gaps: Payment Process

Figures in () are the top box importance ratings for State Average Kolkata Burdwan Midnapur Berhampur Siliguri these factors in Domestic Index Urban segment Gap Scores

Convenient location of (64) bill collection 90.1 -1.2 -3.3 5.0 3.8 -4.4 center/Payment… (35) Professional attitude 86.2 of the staffs 4.0 6.8 -4.2 -3.1 -3.4

(55) Time spent standing 86.1 in the queues. 1.8 6.5 -2.8 -6.0 0.5

Convenient timing for (34) 85.2 payment 3.2 7.4 -3.1 -2.2 -5.3

Polite and courteous (40) 85.1 -0.9 5.6 behavior of the staffs -0.7 0.9 -4.9

Facilities available like (52) seating, cleanliness, 84.7 -4.9 0.4 0.4 0.7 3.3 water, fan etc. Ease of making payment through -3.5 6.9 -1.5 (36) 84.1 -3.7 1.8 Collection Center Base: All Domestic Urban Users (700); Kolkata (291), Burdwan (159), Midnapur (76), Berhampur (90), Siliguri (84)

Convenient location of the collection center is the most important factor among other factors related to Payment Process. Overall satisfaction is much higher for this factor compared to others. Midnapur and Berhampur has relatively higher satisfaction compared to other zones.

Zone performs better than State Average Zone performs lower than State Average

41 SectionSectionSection 5.2:5.3: 5.3: UnderstandingUnderstanding Understanding PerformancePerformance Performance inin in DetailDetail Detail

Domestic Segment - Rural

4242 Performance Gaps: Quality of Power Supply

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Domestic Rural Index segment Gap Scores

Carry out continuous maintenance work to 89.0 4.1 3.8 -6.8 2.4 (55) minimize the power -3.5 failure

Power supply with 87.8 -3.3 -1.4 -5.2 5.0 4.9 (57)minimum interruption

(45) Minimum voltage -1.3 85.0 4.3 -3.2 1.3 -1.1 fluctuation

Providing prior (47) 2.0 -2.4 1.1 -2.1 information on power 82.8 1.4 cuts

Base: All Domestic Rural Users (2302); Kolkata (494), Burdwan (464), Midnapur (555), Berhampur (443), Siliguri (346)

Overall, rural domestic consumers across the state are satisfied with WBSEDCL in terms of quality of power supply. Midnapur consumers are less satisfied compared to other zones specifically for lack of maintenance work, power supply interruption and voltage fluctuation. . Zone performs better than State Average Zone performs lower than State Average

43 Performance Gaps: Fault Repairing

Figures in () are the top box importance ratings State Average Kolkata Burdwan Midnapur Berhampur Siliguri for these factors in Index Domestic Rural segment Gap Scores Time taken by the (58) 90.0 WBSEDCL staff to… -6.2 -5.9 2.7 2.7 6.8 Ensuring that the (49) 86.5 problem is fixed… -4.9 -6.5 7.0 -3.2 7.6 Taking all necessary (58) 86.3 safety measures… 2.9 5.2 -4.2 0.3 -4.2 Polite nature of the (59) 86.2 staffs 0.8 1.8 -2.0 -4.7 4.1 Knowledge level of the (42) 85.7 staffs 3.9 6.4 -3.9 -1.0 -5.4 (33) Availability of 24X7 LT 84.4 Maintenance Van -1.3 -2.2 4.7 2.8 -4.1 (46) Time taken to rectify the 84.4 fault 3.7 5.6 -3.7 1.2 -6.7 Professional attitude of 83.7 (39) the staffs -1.8 0.2 4.3 0.8 -3.5 Identifying and (35) 81.2 understanding the… -2.7 -3.6 6.5 3.4 -3.6

Base: All Domestic Rural Users (2302); Kolkata (494), Burdwan (464), Midnapur (555), Berhampur (443), Siliguri (346) Overall, domestic rural consumers are satisfied with Fault repairing mechanism. Mixed level of satisfaction is observed across zone.

Zone performs better than State Average Zone performs lower than State Average

44 Performance Gaps: Complaint Handling

Figures in () are the top box importance ratings State Average Kolkata Burdwan Midnapur Berhampur Siliguri for these factors in Index Domestic Rural segment Gap Scores

Ease of getting through (54) 89.4 the toll free number -6.1 -5.6 3.7 3.0 5.1

Professional attitude of (61) 88.2 the staffs -1.0 3.1 -2.5 -4.2 4.6 Information provided in (50) the event of delay in 86.9 -5.2 -5.1 -3.5 6.2 fixing the fault 7.5 Providing time duration (44) for redressing the 85.4 3.5 6.1 -3.7 -1.9 -4.0 complaint Convenient location of (43) the call center or 84.9 2.6 5.0 -4.1 0.0 -3.6 electric supply office

Taking action after first 83.5 -2.2 1.2 -1.5 (34) call -2.4 4.9

Politeness and courteous nature of the 81.8 -3.5 -1.4 6.0 2.1 -3.2 (38) staffs taking down the… Base: All Domestic Rural Users (2302); Kolkata (494), Burdwan (464), Midnapur (555), Berhampur (443), Siliguri (346)

Ease of getting through the toll free number, professional attitude of the staffs and information provided in the vent of delay are top three satisfied factors under complaint handling. Siliguri consumers are more satisfied for all the above three factors compared to other zones. Zone performs better than State Average Zone performs lower than State Average

45 Performance Gaps: Meter Reading and Billing

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Domestic Rural Index segment Gap Scores Meter Reading (56) Regularity of meter reading 91.7 -3.8 -4.4 4.0 -1.9 6.0 (65) Meter reading noted correctly 88.9 2.3 4.4 -4.3 0.0 -2.4

Billing

(59) Regular receipt of the bill 88.5 -3.6 -1.6 -7.9 4.5 8.7

Clear instruction on various -10. (64) 87.2 1.9 4.0 -3.0 7.6 modes of payment 4

(52) Spot billing 86.3 0.3 -1.3 -4.8 -2.2 8.1 (43) Ease of getting a duplicate bill 83.5 3.7 7.5 -8.9 0.5 -2.9

Adequate time given between 82.9 3.4 2.1 (37) receipt of bills and payment… 1.9 -6.3 -1.0 - (40) Accuracy of the bill 82.6 4.5 6.8 2.8 -3.6 10.5

(33) Ease of understanding the bill 81.2 1.4 0.3 -3.3 4.9 -3.3 Base: All Domestic Rural Users (2302); Kolkata (494), Burdwan (464), Midnapur (555), Berhampur (443), Siliguri (346) As in case of domestic urban consumers, here also the rural consumers are highly satisfied with the metering and billing process of WBSEDCL. While Kolkata and Siliguri have relatively higher satisfaction, Midnapur consumers are much less satisfied with the billing process. Zone performs better than State Average Zone performs lower than State Average

46 Performance Gaps: Payment Process

Figures in () are the top box importance ratings for State Average Kolkata Burdwan Midnapur Berhampur Siliguri these factors in Domestic Index Rural segment Gap Scores

Convenient location of (71) -6.1 -5.0 2.7 bill collection 90.5 2.4 6.1 center/Payment… (59) Facilities available like -5.4 -5.5 seating, cleanliness, 87.7 7.2 -3.6 7.3 water, fan etc. (51) Time spent standing 2.1 87.6 3.9 -5.2 -4.5 3.7 in the queues. (35) Professional attitude 4.5 86.2 5.6 -3.4 -1.5 -5.3 of the staffs

(33) Convenient timing for 84.8 2.9 5.3 -1.8 1.0 -7.3 payment

Polite and courteous 84.4 -0.9 0.5 3.6 0.1 -3.3 (49) behavior of the staffs Ease of making payment through 83.1 -0.8 -4.4 6.5 3.0 -4.3 (43) Collection Center Base: All Domestic Rural Users (2302); Kolkata (494), Burdwan (464), Midnapur (555), Berhampur (443), Siliguri (346) While convenient location of payment collection center is the most important parameter among all other factor for payment process, Siliguri has the highest level of satisfied customers followed by Midnapur and Berhampur . Kolkata and Burdwan customers are not so satisfied with the location of the collection centers. Zone performs better than State Average Zone performs lower than State Average

47 SectionSectionSection 5.4:5.4: 5.4: UnderstandingUnderstanding Understanding PerformancePerformance Performance inin in DetailDetail Detail

Commercial Segment - Urban

4848 Performance Gaps: Quality of Power Supply

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Commercial Index Urban segment Gap Scores

Carry out continuous (61) maintenance work to 91.3 minimize the power 4.3 6.5 -6.3 -2.4 -2.1 failure

(41) Minimum voltage 89.9 fluctuation -5.6 6.6 -5.8 0.1 4.7

(61) Power supply with 87.2 -3.2 -3.5 4.1 1.7 0.9 minimum interruption

(37) Providing prior -1.8 -7.0 6.6 1.2 1.1 information on power 85.5 cuts

Base: All Commercial Urban Users (123); Kolkata (42) ,Burdwan (30), Midnapur (13), Berhampur (18), Siliguri (20) Overall urban commercial consumers are satisfied with the power quality. Satisfaction level is high for continuous maintenance work carried out by WBSEDCL. But Kolkata commercial urban consumers though are satisfied with the maintenance work but are overall less satisfied due to power interruption, voltage fluctuation etc. Siliguri consumers though don’t find the maintenance work satisfactory but are satisfied due to minimum voltage fluctuation, less power interruption. Zone performs better than State Average Zone performs lower than State Average

49 Performance Gaps: Fault Repairing

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Commercial Index Urban segment Gap Scores

Time taken by the (51) 89.8 WBSEDCL staff to… 0.4 -6.5 5.2 2.4 -1.5 Taking all necessary (67) 88.2 safety measures… 3.1 8.2 -5.7 -2.9 -2.7 (64) Polite nature of the 87.9 -5.2 staffs 1.9 5.1 -6.8 5.0 Ensuring that the (30) 87.2 4.4 2.8 problem is fixed… -5.7 -5.6 4.2 (46) Knowledge level of the 87.2 5.0 -5.5 -1.6 staffs 9.0 -6.9 Time taken to rectify 86.3 1.9 9.7 -4.6 -0.7 -6.3 (59) the fault Availability of 24X7 LT (22) 84.6 -1.6 -3.5 5.4 4.2 -4.4 Maintenance Van

Professional attitude 3.3 (30) 84.4 -1.4 -3.0 5.6 -4.4 of the staffs

Identifying and -5.2 3.2 (15) 83.5 -4.6 9.9 -3.2 understanding the… Base: All Commercial Urban Users (123); Kolkata (42) ,Burdwan (30), Midnapur (13), Berhampur (18), Siliguri (20)

Overall, Burdwan commercial urban consumers are more satisfied followed by Midnapur and Berhampur. Siliguri consumers are relatively less satisfied with the fault repairing mechanism. Zone performs better than State Average Zone performs lower than State Average

50 Performance Gaps: Complaint Handling

Figures in () are the top box importance ratings State Average Kolkata Burdwan Midnapur Berhampur Siliguri for these factors in Index Commercial Urban Gap Scores segment Ease of getting through 88.0 (44) the toll free number -7.3 -6.7 4.5 3.1 6.4

Professional attitude of 87.0 (58) the staffs -0.4 -0.2 -2.8 3.0 0.4 Information provided in (27) the event of delay in 86.8 5.7 4.3 fixing the fault -7.5 -9.0 6.5 Providing time duration (58) for redressing the 86.4 -1.4 10.5 -5.6 -0.8 -2.7 complaint Convenient location of (56) the call center or 85.8 1.8 0.5 -1.7 -1.4 0.7 electric supply office

Taking action after first 83.9 0.3 3.9 (26) call 0.0 -2.6 -1.6

Politeness and courteous nature of the 82.4 -4.3 -4.0 6.7 4.2 -2.7 (21) staffs taking down the… Base: All Commercial Urban Users (123); Kolkata (42) ,Burdwan (30), Midnapur (13), Berhampur (18), Siliguri (20)

Berhampur performs best in terms of complaint handling followed by Midnapur and Siliguri. Kolkata and Burdwan commercial urban consumers are not so satisfied with the WBSEDCL performance on complaint handling. Zone performs better than State Average Zone performs lower than State Average

51 Performance Gaps: Meter Reading and Billing

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Commercial Urban Index segment Gap Scores Meter Reading Regularity of meter (50) 91.9 -2.8 -7.6 reading 4.7 1.4 4.3 (71) Meter reading noted 89.3 4.8 3.8 correctly -5.9 -2.6 0.0

Billing

Clear instruction on (74) 91.5 -4.9 5.3 -6.5 -2.3 8.5 various modes of… Regular receipt of the (50) 90.7 -6.1 -6.6 1.8 1.5 9.3 bill

(39) Spot billing 89.1 -4.6 -5.6 4.3 2.9 3.1

(47) Ease of getting a 87.1 2.0 9.2 -6.2 2.1 -7.1 duplicate bill

(45) Accuracy of the bill 86.7 2.8 9.1 -5.1 -0.1 -6.7

Adequate time given (28) 85.8 -3.5 -4.9 0.9 2.8 4.7 between receipt of… Ease of understanding 82.7 -1.9 -3.7 6.4 2.0 -2.7 (15) the bill Base: All Commercial Urban Users (123); Kolkata (42) ,Burdwan (30), Midnapur (13), Berhampur (18), Siliguri (20)

Overall, satisfaction is high for meter reading and billing system with Siliguri has relatively higher satisfaction for both meter reading and Billing. Kolkata consumers have relatively lesser satisfaction for billing related factors. Zone performs better than State Average Zone performs lower than State Average

52 Performance Gaps: Payment Process

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Commercial Urban Index segment Gap Scores

(66) Convenient location of bill collection 90.4 -6.6 -6.5 2.1 1.4 9.6 center/Payment… (48) Facilities available -10. like seating, 90.0 -7.6 5.8 1.8 10.0 cleanliness, water,… 0

(54) Time spent standing 88.7 in the queues. -1.1 6.8 -1.5 -3.9 -0.3

(34) Professional attitude 87.0 of the staffs 0.9 8.8 -2.9 0.1 -7.0

Convenient timing for (39) 86.9 -2.8 payment 3.9 8.9 -3.1 -6.9

Polite and courteous 84.0 3.5 (39) behavior of the staffs -1.1 -3.8 5.5 -4.0

Ease of making payment through 83.2 -3.3 -3.4 6.8 3.1 -3.2 (29) Collection Center Base: All Commercial Urban Users (123); Kolkata (42) ,Burdwan (30), Midnapur (13), Berhampur (18), Siliguri (20)

Commercial consumers in Midnapur are more satisfied than other zones as far as Payment process is concerned. It is followed by Burdwan, Berhampur and Siliguri. Kolkata consumers are least satisfied. Zone performs better than State Average Zone performs lower than State Average

53 SectionSectionSection 5.5:5.5: 5.5: UnderstandingUnderstanding Understanding PerformancePerformance Performance inin in DetailDetail Detail

Commercial Segment - Rural

5454 Performance Gaps: Quality of Power Supply

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Commercial Rural Index segment Gap Scores

Carry out (65) continuous 3.3 5.7 -0.7 3.9 maintenance work 90.8 -12.2 to minimize the power failure

(52) Power supply with -3.8 minimum -5.5 4.2 7.9 88.1 -2.8 interruption

(50) Minimum voltage -2.7 87.2 6.5 -1.0 4.8 fluctuation -7.6

Providing prior 2.4 (35) information on 83.1 -3.5 0.8 0.1 power cuts 0.2

Base: All Commercial Rural Users (194); Kolkata (60), Burdwan (43), Midnapur (35), Berhampur (30), Siliguri (26)

Overall, rural commercial consumers are satisfied with the quality of power supply. Among the five zones, Siliguri and Behampur have performed better than state average. Midnapur is the least satisfied zone.

Zone performs better than State Average Zone performs lower than State Average

55 Performance Gaps: Fault Repairing

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Commercial Rural Index segment Gap Scores

Time taken by the (51) 91.0 WBSEDCL staff to… -6.7 -7.3 2.6 2.4 9.0 Ensuring that the (35) 89.6 -9.2 problem is fixed… -8.7 5.5 2.1 10.4 (69) Taking all necessary 88.7 1.8 5.0 1.6 safety measures… -4.7 -3.6 Polite nature of the (61) 88.1 -2.9 3.4 6.9 staffs -4.8 -2.6 (60) Time taken to rectify 85.7 5.2 7.2 -5.6 -1.2 -5.7 the fault Knowledge level of the 85.7 5.4 7.9 -4.7 -2.9 -5.7 (46) staffs Availability of 24X7 LT (25) 83.3 0.0 -2.7 8.0 -2.7 -2.6 Maintenance Van Professional attitude -2.3 -0.9 -2.9 (36) 82.9 5.5 0.6 of the staffs Identifying and -3.8 -4.4 -1.7 (22) 81.7 7.8 2.2 understanding the… Base: All Commercial Rural Users (194); Kolkata (60), Burdwan (43), Midnapur (35), Berhampur (30), Siliguri (26)

WBSEDCL has performed well for fault repairing. Siliguri, Burdwan and Midnapur have higher satisfaction compared to Kolkata and Berhampur zone. Zone performs better than State Average Zone performs lower than State Average

56 Performance Gaps: Complaint Handling

Figures in () are the top box importance ratings State Average Kolkata Burdwan Midnapur Berhampur Siliguri for these factors in Index Commercial Rural Gap Scores segment Ease of getting (47) through the toll free 87.9 -4.5 -1.7 -0.2 5.0 1.4 number Providing time (54) duration for 86.0 6.8 -1.0 2.4 -3.5 -4.8 redressing the… (51) Convenient location of the call center or 85.6 2.9 -1.1 3.1 -1.7 -3.2 electric supply office (65) Professional attitude 85.5 4.4 -3.3 -2.7 1.0 of the staffs 0.7 Information provided (40) in the event of delay 85.0 -1.3 9.4 0.7 -3.6 -5.1 in fixing the fault

Taking action after 82.4 0.3 5.4 -2.0 -5.7 (22) first call 2.1 Politeness and courteous nature of 81.4 1.1 6.5 -0.3 -0.6 -6.6 (26) the staffs taking…

Base: All Commercial Rural Users (194); Kolkata (60), Burdwan (43), Midnapur (35), Berhampur (30), Siliguri (26) Midnapur and Burdwan zone are the star performer as far as complaint handling is concerned among the rural commercial consumers. Siliguri is slightly lagging behind. Zone performs better than State Average Zone performs lower than State Average

57 Performance Gaps: Meter Reading and Billing

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Commercial Rural Index segment Gap Scores Meter Reading Meter reading noted (77) 90.8 -1.9 4.6 -5.5 -0.3 -2.9 correctly Regularity of meter (48) 90.6 -1.7 -5.1 2.7 2.7 5.6 reading

Billing Clear instruction on -11.7 (74) various modes of 91.9 -1.3 -2.9 0.3 8.1 payment -13.5 12. (47) -0.6 -1.9 5.7 Regular receipt of the bill 87.7 3 -1.6 -9.3 (42) Spot billing 85.5 -0.1 5.0 8.0

(47) 5.9 -12.9 Accuracy of the bill 83.4 1.5 0.2 -3.4

Ease of getting a 1.2 -15.4 (52) 83.0 4.0 2.0 0.4 duplicate bill Adequate time given 3.4 -10.4 (30) between receipt of bills 82.2 3.3 1.0 4.0 and payment date -6.6 Ease of understanding 2.2 (18) 81.1 3.9 4.3 1.1 the bill Base: All Commercial Rural Users (194); Kolkata (60), Burdwan (43), Midnapur (35), Berhampur (30), Siliguri (26)

Overall rural commercial consumers are satisfied with the meter reading and billing process. Midnapur has not performed at par with other zones as consumers are not so satisfied with the regularity of meter reading and subsequently they have billing related issues like regular receipt of bills, time given between receipt of bill and payment etc. Siliguri and Berhampur are two high performer. Zone performs better than State Average Zone performs lower than State Average

58 Performance Gaps: Payment Process

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Commercial Rural Index segment Gap Scores

Convenient location of (64) 4.8 -2.8 -3.4 4.1 -2.6 bill collection 89.3 center/Payment… (54) Facilities available like -8.1 -3.2 8.0 4.1 -0.7 seating, cleanliness, 87.7 water, fan etc. (38) Professional attitude 7.7 3.6 -3.8 -1.4 -6.2 87.0 of the staffs (53) Time spent standing 3.5 -1.2 -0.8 -5.3 3.8 86.5 in the queues. (38) Convenient timing for 4.6 4.7 -2.4 -1.2 -5.7 85.7 payment Ease of making -3.4 -1.4 7.7 0.5 -3.5 (37) payment through 84.3 Collection Center Polite and courteous -2.7 -0.1 5.1 1.1 -3.4 83.4 (38) behavior of the staffs Base: All Commercial Rural Users (194); Kolkata (60), Burdwan (43), Midnapur (35), Berhampur (30), Siliguri (26) Kolkata and Midnapur rural commercial consumers are relatively more satisfied compared to state average for payment process. Siliguri consumers are not so satisfied with the billing process on most of the parameters.

Zone performs better than State Average Zone performs lower than State Average

59 SectionSectionSection 5.6:5.6: 5.6: UnderstandingUnderstanding Understanding PerformancePerformance Performance inin in DetailDetail Detail

Industrial Segment

6060 Performance Gaps: Quality of Power Supply

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Industrial segment Index Gap Scores

Carry out continuous maintenance work to (38) 93.3 - minimize the power 0.9 4.8 -10.2 6.2 1.7 failure

(39) Power supply with 92.2 minimum interruption -8.4 -3.2 2.8 1.1 7.8

(64) Minimum voltage - 85.3 0.9 5.2 0.9 -4.5 fluctuation 2.4

Making arrangements of 0.6 1.5 (25) 80.8 -0.4 5.3 -7.0 standby feeders

(39) Providing prior -1.0 -1.2 5.9 -3.1 -0.6 information on power 80.8 cuts

Base: All Industrial Users (441); Kolkata (101), Burdwan (81), Midnapur (103), Berhampur (79), Siliguri (77)

Overall satisfaction for quality of power supply is high. Siliguri, Burdwan and Midnapur Industrial consumers are more satisfied than the state average while Kolkata and Berhampur consumers are little less satisfied.

Zone performs better than State Average Zone performs lower than State Average

61 Performance Gaps: Fault Repairing

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Industrial segment Index Gap Scores

Time taken by the (63) 91.9 WBSEDCL staff to… -7.9 -4.2 2.7 1.5 7.9 Taking all necessary (37) 87.6 safety measures while… 4.6 3.2 -4.1 0.4 -4.2 Ensuring that the (30) 86.5 problem is fixed properly -7.8 0.4 7.1 -12.2 12.4 Time taken to rectify the (36) 86.2 fault 5.2 6.0 -5.6 0.3 -5.9 (40) Polite nature of the staffs 86.0 2.1 0.3 4.6 -6.1 -1.0

Knowledge level of the 85.9 5.1 6.3 -4.5 -1.0 -5.9 (61) staffs Availability of 24X7 LT (52) 81.8 2.7 1.4 5.5 -9.0 -0.6 Maintenance Van Identifying and (60) 80.4 -3.0 -0.3 6.2 -2.7 -0.1 understanding the… Professional attitude of 0.4 4.4 -6.8 -0.4 (30) 80.4 2.4 the staffs Base: All Industrial Users (441); Kolkata (101), Burdwan (81), Midnapur (103), Berhampur (79), Siliguri (77) As we see above , Midnapur Industrial consumers are more satisfied compared to any other zone. Also high performance is observed in Burdwan, Kolkata and Siliguri. Berhampur Industrial consumers are least satisfied.

Zone performs better than State Average Zone performs lower than State Average

62 Performance Gaps: Complaint Handling

Figures in () are the top box importance ratings State Average Kolkata Burdwan Midnapur Berhampur Siliguri for these factors in Index Industrial segment Gap Scores

Ease of getting through (64) 90.7 -5.4 -2.7 the toll free number 3.9 2.1 2.1

Professional attitude of 90.2 7.5 (36) the staffs -3.5 -0.6 -6.3 2.9 Convenient location of (29) the call center or 86.4 3.8 4.1 -2.2 0.0 electric supply office -5.7 Information provided in (27) the event of delay in 86.2 -10. -6.4 0.7 9.4 6.3 fixing the fault 0 Providing time duration (65) for redressing the 85.3 3.7 5.5 -3.0 -3.7 -2.5 complaint

Taking action after first 81.5 3.0 -1.4 -7.6 2.7 (32) call 3.3

Politeness and courteous nature of the 79.6 -4.7 1.5 4.2 -2.4 1.4 (58) staffs taking down the… Base: All Industrial Users (441); Kolkata (101), Burdwan (81), Midnapur (103), Berhampur (79), Siliguri (77)

While Burdwan, Midnapur and Siliguri scored high in complaint handling, Kolkata and Berhampur performed little low in complaint handling process. Zone performs better than State Average Zone performs lower than State Average

63 Performance Gaps: Meter Reading and Billing

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Industrial segment Index Gap Scores Meter Reading (41) Regularity of meter reading 90.8 -3.8 -2.1 0.8 -0.8 5.8 (53) Meter reading noted correctly 89.4 2.6 2.9 -2.0 -0.9 -2.6

Billing (58) Regular receipt of the bill 92.6 -6.4 -2.6 1.1 1.0 6.9

Clear instruction on various (33) 91.6 modes of payment -1.7 4.3 -3.4 -6.5 7.3 (29) -12. Spot billing 87.6 -0.7 1.2 3.5 8.2 3 (64) Accuracy of the bill 86.0 4.0 4.3 -3.4 -0.1 -4.7

(72) Ease of getting a duplicate 85.7 bill 5.2 4.9 -4.6 -1.3 -4.2 Adequate time given 82.0 (24) between receipt of bills and… 1.6 1.0 3.7 -7.1 0.9 Ease of understanding the (59) 81.9 bill 0.0 -2.5 5.0 -0.9 -1.6 Base: All Industrial Users (441); Kolkata (101), Burdwan (81), Midnapur (103), Berhampur (79), Siliguri (77) Overall Industrial customers are satisfied with meter reading an d billing system and all the zones performed at par specifically for meter reading with exception, Berhampur where consumers are less satisfied specifically for billing related issues like spot billing, time given between receipt of bills and payment date etc.

Zone performs better than State Average Zone performs lower than State Average

64 Performance Gaps: Payment Process

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Industrial segment Index Gap Scores

(35) Convenient location of 92.3 -8.2 -3.3 2.8 1.0 bill collection center 7.7

(32) Time spent standing in 91.9 -3.1 2.0 0.3 -6.0 the queues. 6.8

(33) Facilities available like -10. -7.9 0.2 7.6 seating, cleanliness, 88.2 2 10.3 water, fan etc. (60) Professional attitude 5.9 86.2 4.0 -2.8 -1.4 of the staffs -5.7

(29) Convenient timing for 5.1 86.1 4.4 -3.8 0.5 payment -6.1

Polite and courteous 2.6 -7.8 (33) 81.1 1.2 4.3 -0.3 behavior of the staffs

Ease of making -0.7 -2.2 6.5 -3.4 80.6 -0.1 (64) payment Base: All Industrial Users (441); Kolkata (101), Burdwan (81), Midnapur (103), Berhampur (79), Siliguri (77)

Siliguri, Midnapur and Burdwan Industrial consumers have slightly higher satisfaction for the payment process compared to state average while in Berhampur the satisfaction is slightly low specifically for reasons like time spent in the queue, amenities provided on the payment centers, behaviour of the staffs etc. Zone performs better than State Average Zone performs lower than State Average

65 SectionSectionSection 5.7:5.7: 5.7: UnderstandingUnderstanding Understanding PerformancePerformance Performance inin in DetailDetail Detail

Centralized Bulk Segment

6666 Performance Gaps: Quality of Power Supply

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Centralized Bulk Index segment Gap Scores

(13) Power supply with 84.0 minimum interruption -4.0 -4.0 -4.0 -4.0 16.0

(15) Minimum voltage 80.3 fluctuation 1.1 -0.3 -0.3 -0.3 -0.3

Making arrangements of (12) 79.8 standby feeders 0.2 -1.8 0.2 -3.8 5.2

Carry out continuous maintenance work to (71) 77.9 minimize the power -8.5 -1.9 -1.9 -9.9 22.1 failure

(6) Providing prior 75.5 information on power cuts -2.1 4.5 0.5 -7.5 4.5

Base: Centralized Bulk Users; Kolkata (15), Burdwan (10), Midnapur (10), Berhampur (5), Siliguri (8)

Overall, Centralized Bulk consumers are not so satisfied with the power supply quality as compared to other segment of consumers. Except Siliguri consumers all other zones have lower satisfaction.

Zone performs better than State Average Zone performs lower than State Average

67 Performance Gaps: Fault Repairing

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Centralized Bulk Index segment Gap Scores

(6) Ensuring that the problem 6.8 85.2 -5.2 -7.2 -9.2 14.8 is fixed properly (50) Time taken by the -3.3 -2.7 -4.7 -4.7 15.3 84.7 WBSEDCL staff to… (6) -1.7 -7.1 -5.1 -3.1 16.9 Polite nature of the staffs 83.1

(8) -1.6 -3.0 -9.0 9.0 4.5 Taking all necessary 83.0 safety measures while… 2.5 (17) -0.1 -5.5 4.5 -1.5 Identifying and 81.5 understanding the… 2.5 -0.1 -5.5 4.5 -1.5 Availability of 24X7 LT (44) 81.2 Maintenance Van -5.2 2.8 2.8 0.8 -1.2 (10) Time taken to rectify the 80.7 -0.7 fault 0.7 1.3 -0.7 -0.7 Professional attitude of (40) 80.5 -4.5 the staffs 2.1 1.5 1.5 -0.5 Base: Centralized Bulk Users; Kolkata (15), Burdwan (10), Midnapur (10), Berhampur (5), Siliguri (8)

State Index for Fault Repairing among the Centralized Bulk customers is high. Siliguri Centralized Bulk Consumers are more satisfied as compared to State average index. All other zones have lower satisfaction compared too state average.

Zone performs better than State Average Zone performs lower than State Average

68 Performance Gaps: Complaint Handling

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Centralized Bulk Index segment Gap Scores

Ease of getting through 85.7 (27) the toll free number -5.7 -3.1 -3.7 -1.7 14.3 Providing time duration (38) 85.5 for rectifying the fault -7.5 -4.1 2.5 -5.5 14.5 Convenient location of (15) the call center or 81.7 -1.7 electric supply office 0.9 0.3 2.3 -1.7

(8) Professional attitude of - 81.1 -7.1 the staffs 0.3 11. -1.1 18.9 1 Taking action after first (40) 80.7 -0.7 call 0.7 1.3 -0.7 -0.7 Providing time duration for redressing the 79.2 -5.2 (38) 0.8 2.8 0.8 0.8 complaint Politeness and 1.7 courteous nature of the 78.3 3.1 -8.3 1.7 1.7 (25) staffs taking down the… Base: Centralized Bulk Users; Kolkata (15), Burdwan (10), Midnapur (10), Berhampur (5), Siliguri (8) Siliguri performed way above the State average for Complaint handling. Burdwan and Midnapur have lesser satisfaction compared to any other zones.

Zone performs better than State Average Zone performs lower than State Average

69 Performance Gaps: Meter Reading and Billing

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Centralized Bulk Index segment Gap Scores Meter Reading (25) - Regularity of meter reading 90.2 0.4 1.8 1.8 2.3 6.2 (42) - Meter reading noted correctly 82.8 -0.2 -2.8 1.2 4.7 2.8 Billing

Clear instruction on various - -12. (14) 88.2 -6.8 9.8 9.3 modes of payment 0.2 2 12. (17) Regular receipt of the bill 87.3 -4.7 0.7 -5.3 -3.3 7 (8) - 10. Spot billing 86.8 -4.2 -4.8 1.2 2.8 7 Adequate time given (33) 85.0 between receipt of bills and… -2.4 1.0 5.0 -1.0 -2.5 Ease of understanding the (21) 81.7 bill 0.9 6.3 4.3 -9.7 -1.7 Ease of getting a duplicate - (48) 81.6 -0.2 -1.6 2.4 0.9 bill 1.6

(29) Accuracy of the bill 80.9 -0.9 1.1 -0.9 -0.9 1.6

Base: Centralized Bulk Users; Kolkata (15), Burdwan (10), Midnapur (10), Berhampur (5), Siliguri (8) Centralized Bulk consumers are overall satisfied with the meter reading and billing process of WBSEDCL. Satisfaction among Siliguri consumers are slightly higher compared to other zones.

Zone performs better than State Average Zone performs lower than State Average

70 Performance Gaps: Payment Process

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Centralized Bulk Index segment Gap Scores

(38) Convenient timing for 93.6 -13.6 payment -3.6 6.4 4.2 6.4 (10) Time spent standing in the 93.6 queues. -3.6 -13. 4.2 6.4 6.4 6 Professional attitude of - (60) 91.6 the staffs 11. 8.4 6.2 8.4 -11.6 6 (20) Facilities available like - seating, cleanliness, 90.4 -0.4 9.6 -8.2 10. 9.6 water, fan etc. 4 (10)Convenient location of bill collection center/Payment 84.4 -4.4 -2.2 -4.4 15.6 Kiosks/Srei Sahaj… -4.4 (60) Ease of making payment 84.4 15. through Collection Center -4.4 -2.2 -4.4 -4.4 6 Polite and courteous (20) 80.4 behavior of the staffs -0.4 -0.4 1.8 -0.4 -0.4

Base: Centralized Bulk Users; Kolkata (15), Burdwan (10), Midnapur (10), Berhampur (5), Siliguri (8)

Overall state average is high in terms of satisfaction for payment process but Kolkata consumers are relatively less satisfied particularly for professional attitude of the staffs.

Zone performs better than State Average Zone performs lower than State Average

71 SectionSectionSection 5.8:5.8: 5.8: UnderstandingUnderstanding Understanding PerformancePerformance Performance inin in DetailDetail Detail

De Centralized Bulk Segment

7272 Performance Gaps: Quality of Power Supply

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in De-Centralized Index Bulk segment Gap Scores

Carry out continuous maintenance work to (67) 86.9 minimize the power -9.0 5.1 -4.0 -5.3 13.1 failure (57) Providing prior information on power 85.7 -3.6 8.7 0.7 -0.1 -5.7 cuts

(18) Power supply with 85.1 -5.1 -5.1 -4.4 -0.3 14.9 minimum interruption

(14) Minimum voltage -1.8 -0.3 -0.4 3.7 -1.1 81.1 fluctuation

(22) Making arrangements of -0.5 1.6 -1.2 -7.2 7.2 78.4 standby feeders

Base: All De-Centralized Bulk Users (131); Kolkata (28), Burdwan (25), Midnapur (28), Berhampur (25), Siliguri (25) Overall, De-centralized Bulk consumers are satisfied with the power supply quality. Siliguri and Burdwan consumers are relatively more satisfied than the state average while Kolkata, Midnapur and Berhampur consumers are less satisfied

Zone performs better than State Average Zone performs lower than State Average

73 Performance Gaps: Fault Repairing

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in De-Centralized Index Bulk segment Gap Scores

(62) Ensuring that the -4.1 88.4 2.8 -8.4 10.0 problem is fixed… -0.4 (60) Taking all necessary -4.0 86.1 3.5 -9.0 6.7 safety measures… 2.7 (21) Time taken by the -4.5 84.5 -3.7 -4.5 15.5 WBSEDCL staff to… -2.9 Polite nature of the -1.9 (67) 82.6 5.4 -11.9 17.4 staffs -9.0 (6) Professional attitude of 0.3 80.4 4.4 -3.2 -0.4 the staffs -1.2 Time taken to rectify -0.3 80.3 -0.3 -0.3 -0.3 (8) the fault 1.3 Knowledge level of the -1.7 (7) 80.2 4.6 -1.7 -0.2 staffs -1.0 Identifying and 2.7 (53) 80.1 11.9 -8.0 -0.1 understanding the… -6.5 Availability of 24X7 LT -3.5 (15) 80.0 5.6 -1.4 0.8 Maintenance Van -1.6

Base: All De-Centralized Bulk Users (131); Kolkata (28), Burdwan (25), Midnapur (28), Berhampur (25), Siliguri (25) Overall, De-centralized Bulk consumers are satisfied with the fault repairing process. Siliguri and Burdwan consumers are more satisfied compared to other zones. Midnapur has the most dissatisfied consumers in terms of fault repairing. Zone performs better than State Average Zone performs lower than State Average

74 Performance Gaps: Complaint Handling

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in De-Centralized Index Bulk segment Gap Scores

Providing time duration 88.6 -3.8 (14) for rectifying the fault 2.1 -12. 3.4 10.6 2 (21) Ease of getting through 84.2 -2.6 the toll free number -4.2 -6.4 -2.6 15.8 Providing time duration (14) for redressing the 80.5 -4.1 3.5 5.1 0.3 complaint -4.8 Convenient location of (11) the call center or 80.4 1.1 2.0 0.4 -0.4 electric supply office -3.2

Taking action after first (12) 80.1 1.5 call -1.5 -0.8 0.7 -0.1

Professional attitude of 76.2 - 6.2 -13. (63) the staffs 11.2 -4.8 0 23.0 Politeness and courteous nature of the 10.2 73.0 -7.3 -1.6 -9.0 7.8 (54) staffs taking down… Base: All De-Centralized Bulk Users (131); Kolkata (28), Burdwan (25), Midnapur (28), Berhampur (25), Siliguri (25)

WBSEDCL has not performed upt o the mark in complaint handling as far as decentralized consumers are concerned. Siliguri consumers are relatively more satisfied followed by Burdwan. Other zones have performed below the state average. Zone performs better than State Average Zone performs lower than State Average

75 Performance Gaps: Meter Reading and Billing

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in De-Centralized Index Bulk segment Gap Scores Meter Reading (21) Regularity of meter reading 89.5 0.5 -3.1 -3.1 3.3 2.5 (24) Meter reading noted correctly 86.0 -3.2 0.4 -0.3 3.6 -0.4

Billing

Clear instruction on various (60) 92.2 3.0 -5.0 6.2 modes of payment 1.4 -5.7

(51) Spot billing 90.6 1.5 -0.2 -4.9 -2.6 6.2

(50) Ease of understanding the bill 88.9 5.4 3.9 -0.3 -0.1 -8.9

(29) Regular receipt of the bill 84.6 -4.6 -3.8 -3.9 -2.2 14.6 Adequate time given between 81.8 4.6 (17) receipt of bills and payment… -2.5 1.4 -2.5 -1.0

(12) Accuracy of the bill 81.6 -1.6 0.8 -1.6 1.6 0.8

(19) Ease of getting a duplicate bill 81.1 -1.9 2.9 -1.1 -0.3 0.5

Base: All De-Centralized Bulk Users (131); Kolkata (28), Burdwan (25), Midnapur (28), Berhampur (25), Siliguri (25) Overall satisfaction is high for meter reading and billing . Satisfaction for meter reading is high in Berhampur and Siliguri compared to other zones. Siliguri performs high for Billing related issues followed by Burdwan and Kolkata. Midnapur and Berhampur consumers are less satisfied. Zone performs better than State Average Zone performs lower than State Average

76 Performance Gaps: Payment Process

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in De-Centralized Index Bulk segment Gap Scores

(69) Time spent standing 89.3 -1.4 9.2 -9.3 -9.3 10.7 in the queues.

(60) Facilities available like - -1.4 6.1 -3.7 10.7 seating, cleanliness, 89.3 11.8 water, fan etc. (51) Ease of making payment through 87.0 4.3 9.9 -4.5 -2.6 -7.0 Collection Center (33) Convenient location of bill collection 84.2 -4.2 -4.2 -4.2 -3.1 15.8 center/Payment…

(19) Professional attitude -2.2 82.2 1.3 -0.7 2.8 -1.1 of the staffs

Convenient timing for 1.1 0.5 2.4 -2.0 (19) 82.0 -2.0 payment

Polite and courteous -1.5 0.1 1.0 1.9 -1.5 81.5 (15) behavior of the staffs Base: All De-Centralized Bulk Users (131); Kolkata (28), Burdwan (25), Midnapur (28), Berhampur (25), Siliguri (25)

Siliguri and Burdwan have higher satisfaction for Payment process. Other zones perform low specifically for time spent on queue and availability of amenities. Zone performs better than State Average Zone performs lower than State Average

77 SectionSectionSection 5.9:5.9: 5.9: UnderstandingUnderstanding Understanding PerformancePerformance Performance inin in DetailDetail Detail

Agriculture Segment

7878 Performance Gaps: Quality of Power Supply

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Agriculture Index segment Gap Scores Carry out continuous maintenance work to (72) 94.8 minimize the power failure 3.8 4.5 -12.4 3.6 0.4

(67) Minimum voltage 92.9 fluctuation 1.9 6.4 -5.7 5.5 -8.1

(37)

Power supply with 10. 86.0 -3.8 -5.3 4.4 -6.0 minimum interruption 8

(21) Providing prior -4.6 -1.7 6.4 -2.4 2.4 information on power 82.4 cuts

Base: All Agriculture Users (129); Kolkata (27), Burdwan (27), Midnapur (25), Berhampur (25), Siliguri (25)

Overall, agriculture customers are highly satisfied with the power quality across zones except Midnapur where agriculture consumers are relatively lesser satisfied mainly due to voltage fluctuation and lack of maintenance work.

Zone performs better than State Average Zone performs lower than State Average

79 Performance Gaps: Fault Repairing

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Agriculture Index segment Gap Scores

Taking all necessary (78) 92.1 safety measures… 2.0 7.9 -8.9 7.1 -8.1 Knowledge level of the - (66) 90.8 5.2 staffs 6.3 9.2 -10.8 10.0 (75)Time taken to rectify the -10. 90.0 5.2 fault 3.3 10.0 -8.4 0 Polite nature of the (72) 87.6 -2.4 -4.4 staffs 7.2 2.4 -2.8 (33) Time taken by the 85.7 -5.7 0.7 -5.7 14.3 WBSEDCL staff to… -3.5 Ensuring that the 84.5 -7.5 -4.5 2.7 -5.3 14.7 (22) problem is fixed… Availability of 24X7 LT (17) 83.3 1.2 -2.5 6.3 -2.5 -2.5 Maintenance Van Identifying and -1.3 -1.3 (12) 82.1 -4.3 -2.1 9.1 understanding the… Professional attitude of 6.0 -2.0 -2.0 (23) 82.0 0.2 -2.0 the staffs Base: All Agriculture Users (129); Kolkata (27), Burdwan (27), Midnapur (25), Berhampur (25), Siliguri (25)

Overall agriculture consumers are satisfied with the fault repairing mechanism Agriculture consumers in Burdwan and Kolkata are more satisfied with the mechanism while Siliguri and Midnapur consumers are comparatively less satisfied.

Zone performs better than State Average Zone performs lower than State Average

80 Performance Gaps: Complaint Handling

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors Agriculture segment Index Gap Scores

Convenient location of (66) the call center or 89.6 0.8 8.9 -9.6 9.6 -9.6 electric supply office (67) Providing time duration for redressing the 85.7 1.7 12.1 -9.7 7.1 -11.3 complaint

Ease of getting through (31) 85.2 8.4 the toll free number -3.0 -5.2 4.4 -4.4

(77) Professional attitude of 84.0 3.2 5.6 the staffs -0.8 -8.0 0.0

Information provided in (26) the event of delay in 83.8 -4.6 -3.1 6.6 -1.4 2.6 fixing the fault

Taking action after first 81.7 -0.2 -1.0 7.9 -1.7 -4.9 (15) call

Politeness and -3.1 courteous nature of the 80.7 -5.2 -0.7 8.9 0.1 (15) staffs taking down the…

Base: All Agriculture Users (129); Kolkata (27), Burdwan (27), Midnapur (25), Berhampur (25), Siliguri (25)

Convenient location of the collection center is the most satisfying parameter among other complaint handling processes. Midnapur, Burdwan and Berhampur consumers are relatively more satisfied with complaint handling mechanism compared to Kolkata and Siliguri.. Zone performs better than State Average Zone performs lower than State Average

81 Performance Gaps: Meter Reading and Billing

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Agriculture Index segment Gap Scores Meter Reading (85) Meter reading noted correctly 95.1 1.9 4.9 -7.1 3.3 -3.1 (36) Regularity of meter reading 87.1 -2.7 -7.1 3.3 -5.5 12.1

Billing

Clear instruction on various - (78) 91.8 3.0 4.5 7.4 modes of payment 18.2 3.4 Ease of getting a duplicate - (61) 89.9 5.7 6.4 -5.9 bill 13.9 7.7 -11. (60) Accuracy of the bill 89.3 4.0 7.0 -8.5 7 9.1 (34) Regular receipt of the bill 86.6 -1.4 -4.4 -1.8 -5.8 13.4

(27) Spot billing 84.2 -0.5 -2.0 -2.6 -3.4 8.6 Adequate time given (24) 82.2 between receipt of bills… 0.1 0.1 -1.4 -2.2 3.4 Ease of understanding the 81.4 (14) bill 0.9 0.9 -0.6 0.2 -1.4

Base: All Agriculture Users (129); Kolkata (27), Burdwan (27), Midnapur (25), Berhampur (25), Siliguri (25)

Overall, agriculture users are satisfied with metering and billing process. Only Midnapur consumers have lower satisfaction.

Zone performs better than State Average Zone performs lower than State Average

82 Performance Gaps: Payment Process

Figures in () are the top box importance ratings for these State Average Kolkata Burdwan Midnapur Berhampur Siliguri factors in Agriculture Index segment Gap Scores

Convenient timing for (51) 88.2 payment 1.8 -0.6 -3.4 10.2 -8.2

(53) Convenient location of bill collection 87.3 -4.3 center/Payment… -5.1 3.9 -7.3 12.7

(56)Time spent standing in 86.8 the queues. -1.8 -1.0 -3.6 3.2 3.2

Facilities available like (46) seating, cleanliness, 86.5 -6.5 -4.3 4.7 -6.5 12.7 water, fan etc.

Professional attitude of (49) 84.6 -2.6 the staffs -8.6 0.2 15.4 -4.6

Polite and courteous 83.4 -0.5 -1.2 7.8 -3.4 -2.6 (37) behavior of the staffs

Ease of making payment through 82.7 -2.7 -0.5 8.5 -2.7 -2.7 (33) Collection Center

Base: All Agriculture Users (129); Kolkata (27), Burdwan (27), Midnapur (25), Berhampur (25), Siliguri (25)

Midnapur, Berhampur and Siliguri agriculture consumers have higher satisfaction. Kolkata and Burdwan are lagging behind.

Zone performs better than State Average Zone performs lower than State Average

83 SectionSection 5.9: 5.9: Understanding UnderstandingSection 6.1: Appendix Performance Performance in in Detail Detail

New Connection

8484 Inspection Done

21 17 17 15 22 14 19 9 100% 25 17 21 30 29 80% 44 42 20 57 39 14 60% 38 15 40 17 100 40% 33 10 21 14 22 57 10 33 3 4 14 20% 4 5 8 4 15 20 14 12 12 8 0% 4 0 Overall Domestic-Urban Domestic-Rural Agriculture Commercial-Urban Commercial-Rural LT Industry De-centralized Bulk

Within 7 days of application 7- 10 days of application 10 -15 days of application 15 to 30 days of application More than 30 days of application Inspection not Done Average

Post application for new connection by the customers, WBSEDCL staffs on an average visit the place within 3 weeks .

All figures in %

Base: Customers who took New connection in less than 5 Years; Domestic Rural (165), Domestic Urban (27), Commercial Urban (7), Commercial Urban (10), Agriculture (7), Industry LT (12), De-centralized Bulk (1)

85 Quotation Received

23 22 19 20 18 17 16 100% 7 25 14 18 30 33 80% 41 43 43 20

40 60% 39 8 15 8 100 50 40% 37 17 10 43 30 30 57 20% 4 5 4 10 33 4 4 19 14 7 5 10 0% 4 0 Overall Domestic-Urban Domestic-Rural Agriculture Commercial-Urban Commercial-Rural LT Industry De-centralized Bulk

Within 7 days of inspection 7- 10 days of inspection 10 -15 days of inspection 15 to 30 days of inspection More than 30 days of inspection Quotation not received Average

On an average within three weeks of inspection, the consumers receive the quotations from WBSEDCL.

All figures in % Base: Customers who took New connection in less than 5 Years; Domestic Rural (165), Domestic Urban (27), Commercial Urban (7), Commercial Urban (10), Agriculture (7), Industry LT (12), De-centralized Bulk (1)

86 Connection Received

58 73 56 56 69 54 55 30

100% 80 16 21 17 30 70 37 80% 43 43 60 25 32 60% 32 50 40 100 40 29 25 40% 26 44 30 24 57 20 20% 12 20 13 33 7 29 10 14 11 10 10 0% 0 Overall Domestic - Domestic Rural Commercial - Commercial - Agriculture Industrial De-Centralized Urban Urban Rural Bulk

Within 30 days 31 to 60 days of submission of money 61 to 90 days of submission of money After 90 days of submission of money Did not have to deposit any money Average

One an average, it takes two months time to get a connection after submitting the money.

87 Overall Experience with WBSEDCL (Top 2 Box Score)

Forms provided by WBSEDCL is too lengthy and complicated Forms cannot be filled without help of external touts WBSEDCL staff are extremely helpful while filling up the forms Official charges are low but the contractors take extra or undue advantage for giving connection I have never faced any problem while taking the new connection

99 100 100 100 100100 100 100100 100 90 80 75 71 67 59 62 52 43 40 37 30

14 14 6 6 2 2

Overall Domestic - Urban Domestic - Rural Commercial - Commercial - Agriculture LT Industry De-centralized Urban Rural Bulk

Overall experience for taking a new connection from WBSEDCL is encouraging.

Base: All Customers with New Connection; Domestic – Urban (27), Domestic – Rural (165), All figures in % Commercial – Urban (7), Commercial – Rural (10), Agriculture (7), Industrial (12), De- . Centralized Bulk (1)

88 Section 5.9: UnderstandingSectionSectionSection 6.26.2: 6.2: : Appendix Appendix Performance in Detail

Power Supply

8989 Frequency of Power Cuts in Summer

Average hours of 1 1 1 1 1 1 1 1 power outage 11 8 10 10 12 12 11 each time 32 48 43 47 41 40 39 51 66 3 8 9 14 7 47 13 8 8 11 5 35 10 7 2 38 1 26 28 5 2 20 26 24 4 16 13 18 3 2 4 1 3

Never Rarely Once in few days Once daily 2-3 times a day More than 3 times a day

In Summer season power cut for two to three times a day or more are very common incident. Average power outage is of 1 hour in every slot for all sectors.

Base: All Customers; Domestic – Urban (700), Domestic – Rural (2302), Commercial – Urban (123), All figures in % Commercial – Rural (194), Agriculture (129), Industrial (441)., Centralized Bulk (48), De-Centralized Bulk (131),

90 Frequency of Power Cuts in Monsoon

Average hours of 1 1 1 1 1 1 1 1 power outage 8 7 7 9 12 7 7 each time 32 36 48 42 44 41 38 43 65 5 9 11 7 9 13 5 47 9 9 11 35 13 15 31 19 6 19 1 1 12 15 21 12 17 20 13 12 15 11 8 9 15

Never Rarely Once in few days Once daily 2-3 times a day More than 3 times a day

In Monsoon season also power cut for two to three times a day is a common incident. The Bulk customers even face more than 3 times a day outage. The power outage is of 1 hour in every slot for all sectors

91 Frequency of Power Cuts in Winter

Average hours of 1 1 1 1 1 1 1 1 power outage 2 2 3 2 2 23 8 3 2 1 7 6 2 34 each time 13 15 6 51

55 66 67 85 61 59 66 71 92

34 23 22 22 22 21 16 14 6

Never Rarely Once in few days Once daily 2-3 times a day More than 3 times a day

Power cuts in winter is very rare as the consumption is much less compared to any other season

92 Voltage Problem?

Is there any Voltage problem? Is it a Voltage Fluctuation Problem?

14 12

56 53 80 85

86 88

44 47 20 15

Industrial Centralized Bulk De-Centralized Bulk Industrial Centralized Bulk De-Centralized Bulk Yes No Yes No All figures in %

Industrial Centralized Bulk De-Centralized Bulk Average Hours of production/services have you lost due to voltage issues in a 20 11 84 month (in hours)

Voltage fluctuation has a major implication on both centralized and de-centralized bulk sector.

All figures in % Base: Industrial (441)., Centralized Bulk (48), De-Centralized Bulk (131)

93 Information on Power Shut Down?

Any advance Information of planned shutdown? Requirement of Such Information

3 2 2

81 92 92 97 98 98

8 19 8 Industrial Centralized Bulk De-Centralized Bulk Industrial Centralized Bulk De-Centralized Bulk

Yes No Yes No

Intimation of Planned Shutdown – Current Scenario Intimation of Planned Shutdown – Future Requirement

11 9 152 15 5 18 24 36 56 35 47 55 33 45 29 33 43 32 6 9 28 4 2 5 Industrial Centralized Bulk De-Centralized Bulk Industrial Centralized Bulk De-Centralized Bulk 0-12 Hrs 13-24 Hrs 1-2 Days 0-12 Hrs 13-24 Hrs 1-2 Days 2-7 Days More than 7 Days 2-7 Days More than 7 Days While, the Industrial and Bulk consumers mentioned of not getting any prior information about any planned shut down, they find such kind of information. Irrespective of small of big industry ,majority of customers perceive that at least 1 to 2 days prior notice for such shut down will be helpful. All figures in % Base: Industrial (441)., Centralized Bulk (48), De-Centralized Bulk (131)

94 Section 5.9: UnderstandingSectionSectionSection 6.36.3: 6.3: : Appendix Appendix Performance in Detail

Fault Repair

9595 Frequency of Complaint Registration

100% 90% 80% 40 54 70%

60% 2 95 50% 95 98 97 98 96 96 1 40% 30% 46 20% 27 10% 4 4 3 5 2 0% 2 2 2 2 1 1 3 4 21 Overall Domestic - Domestic Rural Commercial - Commercial - Agriculture Industrial Centralized De-Centralized Urban Urban Rural Bulk Bulk

Daily More than 3 days a week Once a week Once in 15 days Once a month Once in 3 months Once in 6 months Rarely / Never

Customers across segment don’t complaint for power failure only exception is Bulk customers who usually register complain every month.

96 Mode of Communication for Complaint Registration

1 12 6 32 6 2 14 14 9 6 12 19 31 50

100 97 87 83 86 86 69 63 50

Overall Domestic - Domestic Rural Commercial - Commercial - Agriculture Industrial Centralized De-Centralized Urban Urban Rural Bulk Bulk Calling up the toll-free number Visiting nearby electricity office Visiting nearby call center Calling up the electricity office Sending letter to authorities Online complaint registration Did not communicate Others (Specify)

Calling up the toll free number is the most preferred mode of registering a complain. Few customers also visit nearby electricity office for complaint registration.

Base: All Customers who frequently communicate ; Domestic – Urban (16), All figures in % Domestic – Rural (60), Commercial – Urban (2), Commercial – Rural (7), Agriculture (7), Industrial (16), Centralized Bulk (29), De-Centralized Bulk (60)

97 Did the Customers Receive Any Complaint Number after Registering the Complaint on toll free number?

3 4 8

100 100 100 100 100 100 97 96 92

Overall Domestic - Domestic Rural Commercial - Commercial - Agriculture Industrial Centralized De-Centralized Urban Urban Rural Bulk Bulk

Yes No

WBSEDCL call center executives do provide a complaint number to the customers who are registering any complaint through it.

All figures in % Base: All Customers who register their complain on toll free number; Domestic – Urban (11), Domestic – Rural (50), Commercial – Urban (1), Commercial – Rural (6), Agriculture (6), Industrial (10)., Centralized Bulk (29), De-Centralized Bulk (58),

98 Did the Call Center Staff Provide any Time Duration for Fixing the Problem?

1 3 2 14 17 22 27 30

100 97 98 85 83 78 73 70

Overall Domestic - Domestic Rural Commercial - Commercial - Agriculture Industrial Centralized De-Centralized Urban Urban Rural Bulk Bulk

Yes No Don't Remember

WBSEDCL call center executives do provide a tentative timeline for fixing the problem except for the agriculture sector customers.

99 Section 5.9: UnderstandingSectionSectionSection 6.46.4: 6.4: : Appendix Appendix Performance in Detail

Metering Process

100100 Frequency of Taking Meter Reading

Monthly Bi-monthly Quarterly Don t Know

3 2 2

83 100 99 100 99 97 98 98

17 1 Overall Domestic - Domestic Rural Commercial - Commercial - Agriculture Industrial Centralized De-Centralized Urban Urban Rural Bulk Bulk

Quarterly meter reading is being done for Domestic and Commercial customers in both urban and rural areas. Monthly reading for Agriculture, Industrial and Bulk customers. For Agriculture meter reading is done on quarterly basis also.

101 Instance for Meter Replaced or Repaired

Average number of 14 15 18 11 12 17 13 days taken by Replaced Repaired WBSEDCL to replace the 9 Yes % only faulty meter

6 6 6

4 3 3

0 0 0 0 0 0 0

Overall Domestic - Urban Domestic Rural Commercial - Commercial - Agriculture Industrial Urban Rural

There is very little instances for replacing the meters and no instances for replacing the same. Average time taken to replace a faulty meter is two weeks.

102 Section 5.9: UnderstandingSectionSectionSection 6.56.5: 6.5: : Appendix Appendix Performance in Detail

Bill Payment

103103 Awareness of Various Modes of Payment

By cash at the collection center/payment kiosks Online payment By cheque at the collection center By Cash Through Srei Sahaj Center By ECS

100 100 100 100 100 100 100 100 100 94 94 94 83 77 70

34 26 20 15 17 13 13 12 10 11 10 11 10 6 5 5 8 5 9 1 3 1 1 3 4 3 2 1 0 0

Overall Domestic - Domestic Rural Commercial - Commercial - Agriculture Industrial Centralized De-Centralized Urban Urban Rural Bulk Bulk

Payment by cash is something that every segment of customers are aware of. Online payment mode is gaining more awareness among industrial and Bulk customers. Slowly the other segment of customers are also gaining the awareness.

104 Current Mode of Payment

By cash at the collection center/payment kiosks By cheque at the collection center By ECS

97 100 100 100 99 100 100

36 34 30 19

1 2 2

Overall Domestic - Domestic Rural Commercial - Commercial - Agriculture Industrial Centralized De-Centralized Urban Urban Rural Bulk Bulk

Cash is still the most used payment mode among the customers except Bulk customers who mainly pay through cheque or ECS.

105 Whether Mobile Van Payment Kiosk be Beneficial?

2 3 1 2 5 1 13 15 11 18 16 16 21 42

87 84 87 80 81 78 77 58

Overall Domestic - Domestic Rural Commercial - Commercial - Agriculture Industrial Centralized De-Centralized Urban Urban Rural Bulk Bulk

Yes No Don't Know

Majority of the customers do think that mobile van payment kiosk would be beneficial for them as they perceive it will reduce their manual labour of travelling to the local collection centers and waiting in queue etc. Centralized bulk customers don’t find it beneficial as majority of them paying their bills through ECS or cheque.

106 Why Defaulter?

Suggestions from the Reasons for Defaulting Consumers

• Rate of Electricity unit is too • Nearby collection centers high • Payment collection in night • Not getting the bill on time shift • Inflated bill • Meter reading should be • Financial crisis done in front of the adult member of the house to avoid any discrepancy

107 Why Consumers are not using Online Payment system?

Reason for not using Voice of Customers

Convenience of paying through other mode “Electric office is nearby our residence, so it is easy for me to pay directly at the office, Domestic rural ,Kolkata; “’Electric office is nearby at our residence..”, Domestic urban consumer, Siliguri, Domestic Rural consumer, Midnapur

Lack of knowledge

“I don’t know the process of online payment.”, Domestic rural consumer, Midnapur; Domestic urban consumers, Midnapur

Non availability of internet connection “I don’t have internet connection. Do not want to pay extra charges, cybercafe charges extra.”, Domestic urban consumer, Siliguri, Domestic Rural consumer, Kolkata

108 Section 5.9: UnderstandingSectionSectionSection 6.66.6: 6.6: : Appendix Appendix Performance in Detail

Customer Relationship Programmes

109109 Anti Power Theft Programmes

Awareness for Anti Power Theft Programme No 100%

Yes 0%

Overall, awareness for anti theft programme is negligible.

Base: All Customers (4068)

110 Suggestions from Consumers on Reducing Power Theft

Impose heavy fine to the offender Surprise checking by the company officials More awareness campaign by Poster, Banner, in Media Disconnect the power of the offender Overhead wires should be covered with thick rubber pipe Frequent checking specifically at night

111 Awareness of Safety Programme

Awareness of Safety Programme No 100%

Yes 0%

There is no awareness for any safety programmes that WBSEDCL conduct

Base: All Customers; Kolkata (1,058), Burdwan (839), Midnapur (845), Berhampur (715), Siliguri (611)

112 Feedback of Services for Last Three Years – By Customer Segment

Feedback by Consumer Segment Feedback by Zone 1 4 1 3 2 2 6 1 5 5 8 51 1 3 3 9 8

94 96 94 97 98 93 100 99 98 100 97 90 94 91 89 Siliguri Overall Overall Kolkata Burdwan Industrial Midnapur Agriculture Berhampur DomesticRural Centralized Bulk Domestic- Urban Commercial - Rural De-CentralizedBulk Commercial - Urban

Improved Remain same Detoriated

Across consumer category and across zones, WBSEDCL service have been improved in last three years.

All figures in % Base: All Customers; Domestic – Urban (700), Domestic – Rural (2302), Commercial – Urban (123), Commercial – Rural (194), Agriculture (129), Industrial (441)., Centralized Bulk (48), De-Centralized Bulk (131),

113 Section 5.9: UnderstandingSectionSectionSection 6.76.7: 6.7: : Appendix Appendix Performance in Detail

Overall Satisfaction Index by Call Centers

114114 Customer Satisfaction Index of Call Centers for Kolkata Zone

Name of Ove Name of Ove Name of Ov Name of Call Ove Name of Call Ove Name of Ove Name of Call Ov Call rall Call rall Call Center era Center rall Center rall Call rall Center era Center CSI Center CSI ll CSI CSI Center CSI ll CSI CSI Diamond Bhatpara 94.7 Amoragori 88.3 Rahara 87.1 Kampa 85.9 84.8 Fsez 84.0 Kholapota 82.6 Harbour Deulpara 91.0 Jagadishpur 88.2 Bhattanagar 87.0 Gangrapota 85.8 Minakhan 84.8 Krishnapur 84.0 Bidhannagar-I 82.5

Gobordanga 89.5 Kulpi 88.2 Maitra Bagan 86.9 Canning 85.8 Lakshmikantapur 84.7 Andul-Mouri 84.0 Muragacha 82.5 Jeerat 89.4 Ashoknagar 88.2 Kadambagachi 86.7 Naihati 85.7 Haroa 84.6 Tegharia 83.9 Kankdwip 82.3 Bagdah 89.3 Agarpara 88.2 Baruipur 86.6 Panchla 85.7 Bidhannagar-III 84.6 Boral 83.8 Champahati 82.2 Bidhannagar Rudrananaga Udaynarayanpu 89.3 Birshibpur 88.1 Garia 86.6 Namkhana 85.7 Bagnan-I 84.6 83.6 82.2 -II r r Jaffarpur 89.2 Nabapally 88.0 Santragachi 86.5 Barasat 85.4 Boalia 84.5 Rajarhat 83.5 Basirhat 82.0 Gopalnagar 89.2 Kankinara 87.9 Shyamnagar 86.5 Bagnan-II 85.3 Baguihati 84.5 Salap 83.3 Bagrachia 81.6

Duttapukur 89.1 Falta 87.8 Pansila 86.5 Barrackpur 85.2 Noapara 84.5 Rajpur 83.3 Mograhat 81.2 Pathar Talpukur 89.0 Hasnabad 87.8 Jethia 86.4 Madhyamgram 85.2 Joynagar 84.4 83.2 Dasnagar 81.0 Pratjma Amta 88.9 Baduria 87.7 Bansdroni 86.4 Sodepur 85.2 Burikhali 84.4 Garchumuk 83.1 Sandeshkhali 80.1 Hingalganj 88.8 Sarisa 87.7 Amtala 86.2 Bhangar 85.1 Sonarpur 84.3 Bakhrahat 83.1 Munsirhat 78.8

Berachampa 88.7 Banipur 87.6 Halisahar 86.0 Bally 85.1 Mahinagar 84.3 Mathurapur 82.8 Swarupnagar 76.4

Bongaon 88.4 Gaighata 87.4 Birati 86.0 Ajodhya 85.0 Domjur 84.3 Jaldhulaguri 82.7

Bhebia 88.4 Authpur 87.3 Habra 86.0 Pailan 85.0 Aurobindanagar 84.1 Thakurnagar 82.7 New Budge Budge 88.4 Kanchrapara 87.2 Uluberia 85.9 84.8 Anandapuri 84.0 Ganganagar 82.6 Barrackpur

115 Customer Satisfaction Index of Call Centers for Burdwan Zone

Name of Ove Name of Ove Name of Ove Name of Overa Name of Call Ove Name of Overall Name of Ove Call rall Call Center rall Call rall Call Center ll CSI Center rall Call CSI Call rall Center CSI CSI Center CSI CSI Center Center CSI Chandannagar- Khandaghos Ilambazar 92.7 Rajbalhat 88.4 Domohani 86.1 Suri West 84.5 82.9 Nasibpur 81.5 77.4 3 h Khoyrasol 91.0 Rishra 88.3 Burdwan-1 86.1 Ballymore 84.4 Nalikul 82.7 Tolafatak 81.4 Jangalpara 77.4

Chandrapur 90.1 Kalna 88.2 Dadpur 85.9 Suri East 84.2 Dhanekhali 82.7 Bonpash 81.3 Baidyapur 77.2 Kirnahar 90.0 Muraroi 87.9 Bandel 85.8 Bainchi 84.1 Haripal 82.6 Margram 81.1 Panagarh 77.1 Nalhati 89.7 Ahmedpur 87.9 Galsi 85.7 Saktigarh 83.9 Monteswar 82.5 Mosat 81.0 Jamalpur 75.7

Khalisani 89.6 Khanakul 87.2 Dankuni 85.7 Pandua 83.9 Rupnarayanpur 82.5 Khanyan 80.5 Natunhat 75.7 Guskara 89.3 Barakar 87.0 Mollarpur 85.6 Kurmun 83.8 Md. Bazar 82.5 Makhla 80.4 Asansol-I 75.6 Champadang 89.3 Singur 86.9 Sainthia 85.4 Memari 83.6 Lavpore 82.3 Bolpur 80.2 Jamuria 75.4 a Samudragar Somrabazar 89.1 Dubrajpur 86.4 85.4 Shantiniketan 83.5 Rajhati 82.3 Serampore 79.9 Dainhat 74.4 h Goghat 89.1 Kamarpukur 86.3 Gopalpur 85.2 Asanpur 83.3 Ukhra 82.2 Andal 79.8 Purbasthali 71.9 Chandanna Nabastta 89.0 Hirapur 86.3 Budbud 85.2 Mogra 83.2 Satgachia 82.0 79.4 gar-1 Adisaptagra Ketugram 89.0 Bansberia 86.3 85.1 Gurap 83.2 Begampur 82.0 Pursura 79.2 m Gourhati 88.9 Mayureswar 86.3 Bhatar 84.7 Tarakeswar 83.1 Pipulpati 81.7 Benachity 78.9

Raina 88.9 Pandaveswar 86.2 Mogaltuli 84.7 Nabagram 83.1 Burdwan-2 81.6 Asansol-II 78.5

Burdwan-4 88.6 Raniganj 86.2 Khamargachi 84.6 Chanditala 83.0 Katwa 81.5 Burdwan-3 77.6 Chandannagar- Polba 88.5 Dhatrigram 86.2 Arambagh 84.5 Jangipara 83.0 81.5 Rampurhat 77.5 2

116 Customer Satisfaction Index of Call Centers for Midnapur Zone

Name of Over Name of Call Over Name of Over Name of Call Overall Name of Call Over Name of Overall Call Center all Center all Call Center all Center CSI Center all Call CSI CSI CSI CSI CSI Center

Bagmundi 93.0 Anara 90.2 Kashipur 86.2 Manbazar 83.4 Dubra 80.1 Manikpara 75.8 Chandra Kona Gourangapur 92.6 Arsha 89.6 85.8 Khejuri 83.2 Kharagpur 80.0 B. R. Sector 75.8 Road Barabazar 91.8 Mejia 89.5 Patashpur 85.7 Chaitanyapur 83.1 Chandipur 79.9 Barjora 75.6 Bandwan 91.7 Moyna 89.5 Gopiballavpur 85.6 Binpur 82.9 Onda 79.7 Midnapur 75.2 Simlapal 91.7 Khatra 89.3 Amlagora 85.4 Sonamukhi 82.7 Tamluk 79.3 Salboni 74.9

Sabong 91.5 Panskura 89.0 Radhanagar 85.4 Nandigram 82.5 Raghunathpur 79.3 Kolaghat 74.8 Santuri 91.5 Joypur 88.9 Pingla 85.2 Egra 82.4 Chelyama 79.1 Ghatal 74.7 Raipur 91.1 Datan 88.9 Narayangarh 85.2 Purulia 82.2 Matangini 78.9 Barua 74.6

Adra 91.0 Jhalda 88.5 Jamboni 84.8 Durgachak 82.0 Marisda 78.6 Sonakhali 74.4

Indpur 90.9 Madpur 88.5 Saltora 84.4 Chhatna 81.1 Nandakumar 78.6 Mohanpur 74.3 Balarampur 90.6 Ramjibanpur 88.5 Hura 84.4 Digha 81.1 Patpur 78.5 Daspur 73.0 Taldangra 90.6 Keshiary 88.2 Telkalpara 84.1 Contai 81.0 Balichak 78.4 Patrasayer 72.5

Sarenga 90.5 Joypur 88.1 Pichhaboni 84.1 Gopalnagar 80.6 Saltore 77.6 Mahisadal 72.3

Gangajal Ghati 90.4 Jhantipahari 87.2 Kotulpur 84.0 Schooldanga 80.6 Bishnupur 77.5 Anandapur 71.6

Puncha 90.3 Upper Kuai 87.0 Indus 83.9 Beliatore 80.4 Malancha 77.2 Belda 70.5

Ranibandh 90.2 Birsingha 86.8 C. K. Town 83.8 Jhargram 80.3 Lalbazar 75.9 Bhagwanpur 69.4

117 Customer Satisfaction Index of Call Centers for Berhampur Zone

Name of Over Name of Call Over Name of Over Name of Call Overall Name of Call Over Name of Overall Call Center all Center all Call Center all Center CSI Center all Call CSI CSI CSI CSI CSI Center

Bamangola 93.5 Mmt 88.0 Domkal 84.7 Lalgola 82.8 Chapra 80.2 Santipur 76.7

Raninagar 91.3 Chakdah (West) 87.9 Tehatta 84.6 Farakka 82.7 Fulbari 79.9 Badkulla 76.7

Malatipur 91.3 Matiary 86.7 Khagra 84.6 Jiagang 82.6 Fulia 79.8 Dhubulia 76.5 Azimganj 90.0 Sujapur 86.4 Raghunathganj 84.5 Ula Birnagar 82.4 Panchthupi 79.7 Bharatpur 76.4 Harishchandra 89.6 Aurangabad 86.2 Nabagram 84.2 Jalangi 82.1 Debagram 79.6 Krishnaganj 76.4 pur Subarnapur 89.5 Sagardighi 85.7 Ranaghat (N/S) 84.0 Jangipur 82.0 Chak-Islampur 79.6 Cossimbazar 76.4 Chakdah Bhaluka 88.8 Gayeshpur 85.5 Gokarna 84.0 Paranpur 81.7 Beldanga 79.5 75.9 (East) East Madanpur 88.8 Amtala 85.5 Mathurapur 83.9 Dignagar 81.0 Gazole 79.1 75.7 Bishnupur

Chitrasali 88.8 P. Avoynagar 85.4 Ranaghat (E) 83.9 Mokdampur 80.9 Gorabazar 79.0 Bethuadahari 74.8

Bagula 88.7 Krishnagar Town 85.2 Saktipur 83.8 Baharampur 80.9 Salar 78.8 Gangnapur 74.1 Old Malda 88.5 Baharan 85.1 Aiho 83.7 Dhulian 80.9 Khargram 78.8 Nabadwip 74.0 Krishnagar Road Kalyani 88.3 Rejinagar 85.0 Aranghata 83.7 Rathbari 80.7 77.2 Nazirpur 73.5 Station

Chanchal 88.2 Goaljan 84.8 Swarupganj 83.7 Samsi 80.7 Karimpur 76.9 Aishtola 71.1

Kaliachak 88.2 Bhagabangola 84.8 Mothabari 83.1 Kandi 80.6 Doulatabad 76.8

118 Customer Satisfaction Index of Call Centers for Siliguri Zone

Name of Call Overall Name of Call Overall Name of Call Overall Name of Call Overall Name of Call Overall Center CSI Center CSI Center CSI Center CSI Center CSI

Sitalkuchi 93.2 Kalimpong 89.6 Islampur 88.7 Coochbehar Main 87.2 Matigara 84.3 Alipurduar P. Malbazar 92.7 Sonada 89.6 88.6 Kalchini 87.1 Nbpp Sector 84.3 Bazar Tapan 92.3 Kharibari 89.6 Gangarampur 88.6 Kamkhyaguri 86.8 Um Sector 84.2

Chopra 92.1 Takda 89.5 Kanki 88.5 Hakimpara 86.7 Bagdogra 84.1 Changrabandha 91.9 Nagrakata 89.5 Buniadpur 88.4 Dhupguri 86.6 Jhalong Peren 82.9 Goalpokhar 91.9 Subhaspalli 89.4 Milanpalli 88.4 Darjelling 86.6 Birpara 82.1

Mirik 91.6 Madarihat 89.4 Dalkhola 88.3 Haldibari 86.2 Khagrabari 82.0 Falakata 91.3 Mathabhanga 89.4 Kurseong 88.1 Belacoba 86.0 Kumargunj 80.7

Mongpu 90.9 Mateli 89.4 Dinhata-II 88.1 Pradhannagar 85.9 Balurghat 80.5

Odlabari 90.9 NJP Gate Bazar 89.3 Phansidewa 87.8 Shibmandir 85.7 Kaliaganj 79.5

Kushmundi 90.5 Moynaguri 89.2 Lodhama 87.6 New Town 85.7 Raiganj 79.3 Alipurduar New Samuktala 90.4 89.2 Bijonbari 87.5 Toffanganj 85.7 Hili 76.6 Town Naxalbari 90.2 Dinhata-I 88.8 Teestabazar 87.4 Birnagar 85.6 Hemtabad 76.5

Siliguri Town 90.0 Sitai 88.8 Power House 87.4 Boxirhat 84.9

Sukhiapokri 89.7 Banarhat 88.7 Jaigaon 87.3 Itahar 84.7

119 Section 5.9: UnderstandingThankThankThank YouYou You Performance in Detail

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