Study on Consumer Satisfaction of Electricity Supply and Efficient - - PowerPoint PPT Presentation

Study on Consumer Satisfaction of Electricity Supply and Efficient Use

• f Energy

PUCSL

Objectives of the Survey

• 1. To obtain answers to:
• Whether the consumers are satisfied with the present quality
• f electricity supply and electricity supply services
• In which aspects the consumers expect to see improvements
• 2. To ascertain whether the consumers are fully convinced that

electricity could be used more efficiently,

• if not:

identify; the information gaps to be filled by the Commission. Particularly, whether there are technology access issues that could be narrowed down through awareness programs.

• If yes;

assess how much effort consumers make to improve the energy efficiency and identify the information gaps that could be addressed through awareness programs.

Process

• Two sets of questionnaires; 1- domestic sector 2- Rest
• Face to face data collection, at home, with interviews

lasting an average of 30 minutes

• Total of 2500 interviews

The individual rating of each consumer satisfaction item is based on a 1 to 5 scale, which allows consumers to carry out an evaluation.

Sector/cate gory Element Importance Consumer categories Domestic

• units/months:

0-30,31-60, 61-90, 91- 120, 121-180,180 <) Industrial (IP1, IP2, IP3) Commercial (GP1, GP2, GP3) Hotels (HP1, HP2, HP3)  for recognizing the differences in energy needs and the underline factors for the differences in usage  for understanding the impact

• f

conservation campaigns conducted so far

• n

different consumer groups Sample Survey covered following categories

Sector/category Element Distribution areas Four regions of CEB and LECO (5) for comparison of administrative aspects and for bench marking and recognising best practices

Sector/category Element Importance Demographic

• Rural
• Urban
• Cities
• Estate
• for understanding energy

needs under different micro climatic conditions and life styles

• for recognizing the

differences in quality of the energy services provided

Sector/ category Element Importance Income levels <12,500, 12,500- 20,000, 20,000 - 30,000, 30,000 - 45,000, 45,000 - 65,000, 65,000<  for understanding the relationship between income level and consumer satisfaction Social status No employment, self- employed, unskilled labourer, Skilled labourer, farmer, Government servant, Private sector employee, Businessman  To recognize the consumption patterns of different social groups

Sector/ category Element Geographical areas Up country Low land-dry Zone Low land-wet Zone

 for understanding energy needs under different climatic conditions (e.g. space heating and cooling)  for recognizing whether there are differences in quality of the energy services provided

Sector DL1 DL2 DL3 DL4 LECO Total % of the sample % consumers % of population Domestic 400 400 400 400 400 2000 80% 89% 0.05 Religious 5 5 5 5 5 25 1% 1% 0.09 GP1 45 45 45 45 45 225 9% 9% 0.05 Industrial 1 20 20 20 20 20 100 4% 1% 0.25 Industrial 2 10 10 10 10 10 50 2% 0% 1.02 Industrial 3 2 2 2 2 2 10 0% 0% 5.43 Hotel 1 5 0% 0% 8.77 Hotel 2 3 3 3 3 3 15 1% 0% 6.61 Hotel 3 3 0% 0% 33.33 GP2 10 10 10 10 10 50 2% 0% 1.05 GP3 10 0% 0% 11.49 Total 2493 100 100%

Sample

0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

<12,500 12,500- 20,000 20,000 - 30,000 30,000 - 45,000 45,000 - 65,000 65,000<

% Consumers Income level The relationship between income level and Monthly electricity consumption 0-30 31-60 61-90 91-120 121-180 >180

Survey Findings

0% 10% 20% 30% 40% 50% 60% 70%

1 2 3 4 5 0-30 31-60 61-90 91-120 121-180 >180

Electricity Consumer Satisfaction among domestic sector consumer categories in Sri Lanka

Level of Satisfaction % consumers

0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

Important factors for consumer satisfaction