Residential Customer Satisfaction Performance Assessment Model for Electricity Service for a Power Utility in Brazil

Measuring organizational performance is a necessary condition for improving management systems and the achievement of companies' strategic objectives. To evaluate customer satisfaction has been a challenge for companies since high levels of satisfaction correlate with high levels of performance. Particularly in the provision of public services such as water, sanitation, gas and energy, it can assess the level of consumer satisfaction with power utilities. The design of the performance measurement system model and the respective formulation of its indicators is, therefore, a critical element in the design of the service operations management system. Performance evaluation in utilities' services is strongly connected to customer satisfaction. This work presents a literature review of customer satisfaction and performance evaluation and a set of performance measures to form the customer satisfaction for electric power supply services. The main result is a framework regarding the performance indicators to be monitored for electricity services customer satisfaction, the frequency of measurement, the frequency of review, who is responsible for the measurement and the source of data.