Staying ahead in an era of changing electricity customers' expectations

摘要

Customers' satisfaction is now gaining vital importance at power distribution companies (DISCOMs) around the globe. Electricity customers of yesterday are much engaged, empowered, and informed today. They know how and where to voice their grievance to draw immediate attention of their DISCOM. They are actively participating in voicing their opinion on social networks and other forums. Not only the electricity customers are getting a choice of choosing their supplier now but also an additional option of investing in their own power generating equipment. Apart from availability of electricity supply on 24 / 7 basis, electricity customers now expect ease in getting new electricity connection, advice on most suitable category of supply, timely meter reading, billing, and handling of grievance. They also expect their DISCOM to educate them on a regular basis on different schemes and initiatives of government for customers' benefit.