Key Performance Metrics
Customer Service
Customer Service constitutes the primary interaction and connection medium between customers and Hawaiian Electric. It is a critical role that must evolve to meet the ongoing needs of our customers. Oahu, Maui County, and Hawaii Island are striving to improve customer satisfaction and address customer expectations by focusing on increasing service accessibility and improving customer service quality through investment in employees, new technologies, and new processes. We continue to make investments in the customer service infrastructure that will help improve the customer service experience at all points of interaction with our customers.
Customer Transaction Survey Results
The Customer Transaction Satisfaction Survey measures satisfaction among customers who have called the Company to request a change in service, report trouble (e.g., power outages), or inquire about their bill. The results of this survey are used by the Customer Service Department to monitor the quality of service provided and to identify areas where that service can be improved. The overall satisfaction score is based on a 0 to 100 point scale, and measures customers' satisfaction with the way the request was handled in total, that is from the time the customer contacted the Company until the service was completed.
To conduct the survey, up to 300 customers who called to request a change in service, 100 who reported trouble, and 100 who inquired about their bill are randomly selected to participate in the survey. Customers who contacted the Company are surveyed soon after their calls, typically within two weeks, four weeks, and six weeks, for change in service, trouble calls, and billing inquiries, respectively. These customers are all asked the same set of questions and are asked to rate the service they received on a scale of 1 to 5. These scores are then converted to a 0 to 100 point scale. Scores are reported annually, by the type of call. Annual scores reflect larger sample sizes that are not subject to quarterly volatility, as the quarterly sample sizes for billing inquiries in particular are often too small to draw meaningful conclusions.
The Customer Transaction Satisfaction Survey was suspended in the second half of 2012 due to the unavailability of data as the Company transitioned to the new Customer Information System (CIS). The survey resumed in the first quarter of 2013.
Oahu
Maui County
*2013 and 2015 Billing Inquiry results are not available due to a sample size smaller than 30.
Hawaii Island
Please click the button below for historical data (in Excel format).
View the Transaction Satisfaction Survey questions (in PDF format).
“Service Level” (Percentage of Customer Calls Answered Within Thirty Seconds)
The Call Center "Service Level" is an industry measure of customer service performance and call distribution. It is defined as the percentage of calls answered within 30 seconds.
Hawaiian Electric
Please click the button below for historical and annual data (in Excel format).
Customer Complaints
This metric reports the number of (1) informal customer complaints, (2) formal customer complaints, and (3) escalated executive complaints, received by the Company over a given period of time. By tracking customer complaints, the Company can resolve issues for individual customers through corrective/preventative actions, where appropriate. In addition, the Company is able to analyze trends which help prioritize customer service investment and improvement opportunities.
See below for Customer Complaints categorized by type, by source and by island region.
Hawaiian Electric
Oahu
Maui County
Hawaii Island
Please click the button below for data (in Excel format) and to view a Customer Complaints Rate expressed as a rate per 10,000 customers.
Billing Accuracy
Billing Accuracy measures the average percentage of bills that do not need to be rebilled or reprinted. The Company calculates Billing Accuracy by dividing the number of printed bills excluding rebilled and reprinted bills by the total number of printed bills produced which includes rebilled and reprinted bills, during a given time period.
Examples of situations requiring rebilling or reprinting of a bill include: correcting an inaccurate meter reading, adjusting an estimated bill after receipt of an actual meter reading, revising a bill for a meter that has stopped working, or when a customer requests termination of service at a date prior to the last billing date.
Hawaiian Electric
Oahu
Maui County
Hawaii Island
Please click the button below for historical data (in Excel format).
Percentage of Meters Read
Percentage of Meters Read measures the percentage of bills produced that use actual meter reads as opposed to estimated reads, during a given time period. The total number of bills includes bills that are reprinted or rebilled. The difference between the total number of bills produced and the number of bills produced from estimated meter reads is the number of bills produced from actual meter reads during a given time period. A bill may be estimated when the Company is not able to access the meter.
Hawaiian Electric
Oahu
Maui County
Hawaii Island
Please click the button below for historical data (in Excel format).
Orders and Appointments
Hawaiian Electric measures the interval for start service orders, stop service orders, and meter re-read orders. For start and stop service orders, the interval is defined as the average number of days between the date a customer requests electricity service to start or stop ("commitment date") and the actual date the Company's field personnel start or stop ("service fulfillment date") service to the customer. Lower order interval values are better than higher values.
For start service intervals, the metric measures start service requests for locations that already have electrical service facilities (meter, service line, meter socket) and just require the dispatch of company field personnel to turn on the meter and take a reading. For stop service intervals, the metric measures "stop" service requests that involve Company field personnel performing a final meter read and in some cases turning off the meter.
For meter re-reading orders, the Company measures the interval from the time a customer submits a reread request (request date) to the actual date the Company's field personnel re-reads the meter (fulfillment date).1
Hawaiian Electric measures the Percentage of Appointments Met as the percentage of requests for start, stop, and meter re-read services as defined above that have commitment dates that match the service fulfillment date. Although this metric is called an "appointment", the customer does not need to be present for the Company to complete its work.
1 Hawaiian Electric tracks the request date as the date of customer contact (i.e., when the customer first calls to submit a reread request). Included in Hawaiian Electric's interval between request and fulfillment date is the amount of time it took to submit the work order to field personnel after customer contact. For Maui County and Hawaii Island, the request date is either the next business day after customer contact, or the specific day that the customer has requested to have their meter reread. The interval between obtaining the meter reread and contacting the customer back is not included in this interval.
Hawaiian Electric
Oahu
Maui County
Hawaii Island
Please click the button below for data (in Excel format).
