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OCD completed market research on Customer Satisfaction for Electricity of Vietnam

In 2013-2014, OCD Management Consulting was selected by Electricity of Vietnam (EVN) to conduct market research on customer satisfaction for electricity customers in 44 cities and provinces nationwide including 29 districts in Hanoi, in EVN’s inaugural customer satisfaction analysis. The large scale market research user satisfaction of household and non-household customers of four EVN member companies: Northern Power Company (NPC), Southern Power Company (SPC), Central Power Company (NPC) and Hanoi Power Company.

The survey aims to provide assessment, solutions, recommendations and roadmap for implementation in order to improve the quality of electricity supply services; training to improve capability to key staffs of EVN for having ability to perform data collection, processing analysis, review of customer satisfaction survey data; provide report and methodology transfer, assessment tool to evaluate customer satisfaction.

Customer service has been defined by EVN leadership as an important business function critical to the future development of EVN. With annual customer surveys to be used as benchmark across all EVN member companies, EVN will now be able to implement a consistent system-wide set of customer service goals that are S.M.A.R.T, measured by a  set of consistent customer satisfaction metrics. Results of annual customer satisfaction survey against these pre-defined, consistent metrics can be used to further stimulate internal drive and competition for higher customer satisfaction results; and communicate to key stakeholders and the general public about EVN’s strive towards higher customer service excellence.

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