Objectivity and transparency
There were quite many customers coming to for transaction at the Customer Transaction Office of Thu Dau Mot Power Company (Binh Duong Power Company - PC Binh Duong) on the last day of March, 2018. At each reception counter, the trader’s name plate is clearly printed in a large size, neatly placed in the easy-to-be-seen position and the customers can get some basic information about the person directly solving their requirements.
There is also a touch screen, with full names of traders along with basic rating criteria: Very satisfied, satisfied, unsatisfied levels for customers to directly and objectively rate the attitude, service style of employees and staff of the Power sector. Having registration of request for moving the electricity meter completed, Mr. Bui Minh Tri (Chanh Nghia ward, Thu Dau 1 city) moved his finger on the screen, click on the “satisfied” box and press the button for submitting.
Mr. Tri shared: “I am highly enjoyed the working style of the Sector today, which is very dedicated, professional, objective and transparent. The assessment of attitude, service style of the employees makes me feel like a highly honored customer. As recently as 10 years ago, we were very afraid to go for transaction, but the situation now is quite different.”
Touch screen for assessing trader is simply designed, easy to understand and use
Mr. Nguyen Thai Duong - Head of the Business Department of Thu Dau 1 Power Company said that in order to improve the quality of business and customer service, from 2015, Binh Duong PC has deployed the program of customer's direct assessment for traders when working in the transaction offices. For unsatisfied customers, the office will actively call them back, find out the reasons and promptly work out corrective solutions.
Not only traders are supervised, assessed by customers, but also attitude of on-site staff is reflected through comments box, or the switchboard of EVNSPC when their attitude is not in the right way once handling the requirements from customers, etc.
Drastic change in mind
Mr. Nguyen Phuoc Duc, EVNSPC's Deputy General Director said that since 2013, when EVN launched the year of “Business and Customer Services” as beginning the process of renovating thinking from power distribution to customer services, EVNSPC has determined that the assessment of power users should be considered as the most reflective mirror, through the assessment, power companies themselves can review and constantly complete, renovate, improve services quality.
EVNSPC determines to transform the working mind of staff, employees and workers, especially direct communicators with customers. Therefore, the Corporation has developed the program for customers to directly assess their employees, which is considered as a supervising tool, helping leaders of the units to promptly grasp the attitude, working style of each individual as well as unit.
Initially, when the style is changed from power distribution to the position of “serving customers”, many employees were still unfamiliar with their new tasks. Hence, in many cases, the customers are inhibited when requesting for electrical services.
After the early pilot phase in the basic block, by 2015, the program had been scaled up by EVNSPC in the whole Corporation. Over the years, customer satisfaction has been multiplied; questions, complaints have been decreased. This is also reflected in the customer satisfaction survey conducted by independent consultants. Specifically, in 2017, the customer satisfaction point of EVNSPC reached 8 points, increasing by 0.15 point compared to that of 2016 and 1.61 point compared to that of 2013.