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In 2018, many solutions to improving quality of customer services implemented by EVNHCMC and bringing efficient performance
Particularly, 100% of power companies under Ho Chi Minh City Power Corporation (EVNHCMC) reached over 8 points; 7/16 units reached above the average points of the whole corporation (8.33 points) as surveyed.
In 2018, the independent consulting unit conducted a sample survey of 6,128 customers in Ho Chi Minh City, including 5,579 customers using power for domestic purpose and 549 ones using power for non-domestic purpose.
The survey for assessment of customer satisfaction is based on the questionnaire issued by Viet Nam Electricity, with the following factors: Power supply, information provision to customer, electricity bill, customer services, business image, awareness of electricity prices, social mutual consent, information on power supply services and survey content for Customer Care Center.
There are many factors rated by customers with higher points compared to 2017 such as: Contact information to customers increasing by 0.14 point; power supply increasing by 0.1 point; awareness of electricity prices increasing by 0.07 point; social mutual consent increasing by 0.05 point, etc. Additionally, there has been not any factor with decreased point in comparison with 2017.
Through the survey and assessment results, the independent consulting unit analyzed strengths and weaknesses of each power company, thereby helping EVNHCMC and its affiliated units find out solutions to continue improving the quality of customer services.