Consumer satisfaction : A collective endeavour of the state Government, state electricity regulator and utilities
Student name: Mr Sunil Kumar Sharma
Guide: Dr Puneet Chitkara
Year of completion: 2008
Host Organisation: TERI University
Abstract: The instant study involves examination of popular perception about consumer satisfaction; fundamentals of
consumer service; key elements and quantification of consumer service; a study about evolving
mechanisms that shall eventually help securing consumer satisfaction; the lessons learnt from the
consumer satisfaction survey conducted by DERC and out of the subsequent analysis of the finding of the
survey report; the present status in India as regards quantification of consumer satisfaction and
methodologies adopted in Europe and the United States, the scientific tools and models used by them for
assessing consumer satisfaction; considering the hopes and challenges that are likely to be confronted in
the process of securing greater consumer satisfaction. The Report also studies the satisfaction levels among
consumers through efforts invested by the State Government, the State Regulator as well as the Utilities in
Delhi. In a nutshell the following stages of research make the complete report:-
In order to have a very comprehensive understanding of the entire gamut of issues associated with
consumer satisfaction, definition of the terms ‘consumer’, ‘customer’, ‘consumer satisfaction’ and
issues relating to indexation and measurability of Consumer Satisfaction have been dealt with
exhaustively in the report.
The popular perception about consumer satisfaction as painted by media has been examined with
reference to various other tests like the DERC consumers satisfaction survey report; the first hand
interaction experiences with consumers and consumer groups during RWA meetings and otherwise to
deduce the element of satisfaction, have been duly considered.
The assessment is more qualitative and does not involve the usual rigours of quantitative modeling.
For ruling out any contradictions from creeping in the results, the study has been thoroughly
substantiated through documentary evidence like statistical data, factual reports, the relevant law etc.
The problem areas that bother consumers more like, load shedding, Metering & Billing related issues,
which are chief determinants of consumer satisfactions, have been examined in light of the DERC
survey report and analysed critically taking into consideration various constraints that need to be
taken into account before drawing conclusions on these aspects.
Reforms as a vehicle for achieving the objective of Consumer Satisfaction have also been looked into
in considerable detail to see as to how the role of the State Govt.,the regulator and utilities during the
post-reform period and the steps taken by these disparate institutions have been directed to achieving
the common objective of bringing greater satisfaction to consumers of electricity.
