52 Pa. Code § 54.154 – Customer surveys.

(a) Results of telephone transaction surveys. Each EDC shall report to the Commission the results of telephone transaction surveys of customers who have had interactions with the EDC.
1. (1) The purpose of the transaction surveys is to assess the customer perception regarding the most recent interaction with the EDC. Survey questions shall measure access to the utility, employe courtesy, employe knowledge, promptness of EDC response or visit, timeliness of EDC response or visit and satisfaction with the handling of the interaction.
2. (2) The transaction survey questions shall specifically address the circumstances that generated the most recent transaction. Interaction categories include the following:
  1. (i) Service installation.
  2. (ii) Premise visit by company field personnel for an activity other than service installation.
  3. (iii) Service interruption.
  4. (iv) Billing balance inquiry or dispute.
  5. (v) Request for discontinuance of service.
  6. (vi) Application for service.
  7. (vii) Other similar interactions.
3. (3) The EDCs shall carry out the transaction survey process using instruments and procedures that provide the Commission with uniform data that can be used to directly compare customer service performance among EDCs in this Commonwealth.
4. (4) A customer or consumer being surveyed shall be contacted within 30 days of the date that the interaction with the EDC took place.
5. (5) The sampling plan shall be designed so that the results are statistically valid within plus or minus 5%.
(b) Commission approval. The survey instrumentation, as well as procedures for case selection, sampling, conducting the survey, analyzing results and reporting to the Commission shall be subject to the review and approval of the Commission.
(c) Timetable.
1. (1) The first report on survey results shall be submitted to the Commission on or before October 1, 2000. The October report shall contain survey results, reported by month, from the first 6 months of the calendar year.
2. (2) The second report shall be submitted on or before April 1, 2001. The April report shall contain results, reported by month, from the second 6 months of the previous year as well as cumulative 12-month results.
3. (3) Thereafter, the EDC shall submit survey results annually, on or before April 1. Each annual report shall contain results reported by month as well as cumulative 12-month results.