Key Comparative findings from Customer Satisfaction Survey of Shajapur, Ujjain & Dewas districts of MP
A comparative view of top level findings is shown here, developed using the location specific reports of Shajapur, Ujjain & Dewas available here along with 6 other districts in Madhya Pradesh (MP).
See our earlier blog:
The analysis shows that in the above 3 districts, a substantial percentage of dissatisfaction in
Customers is coming due to 2 factors, namely ‘Communication’ & ‘Price’.
The overall Satisfaction score on being computed(on scale of 0-100 with 100 being all respondents ‘very satisfied’):
| Communication | Price | |
|---|---|---|
| Shajapur | 33.68 | 30.76 |
| Ujjain | 27.09 | 32.77 |
| Dewas | 24.50 | 20.90 |
The main reasons for higher dissatisfaction across the 3 districts as indicated by the customers are due to following:
- Less ‘Awareness’ from Utility regarding the attributes ‘Energy Efficiency’ & ‘Consumer Rights’
- Less communication for ‘Advance notice about disruption’
- ‘Power Tariff & its variations’ is High
‘Shajapur’ district has higher percentage of customers agreeing towards ‘Privatization’ of Power Distribution compared to ‘Ujjain’ & ‘Dewas’
On being asked if “Service levels will improve
if a private company manages electricity
distribution”, the responses of different
districts were as follows:
- Shajapur – 44%
- Ujjain – 39%
- Dewas – 31%
Across different categories of consumers, over 50% respondents from ‘Commercial’ customers in ‘Dewas’ and ‘Shajapur’ districts agree that ‘service levels will improve if a private company manages
power distribution’.
Approximately 20% respondents from all the 3 districts ‘Neither Agree nor Disagree’ with ‘Privatization of Power Distribution. Also, ‘Agri’ customers have considerably lower expectations (<40%) in ‘Dewas’ & ‘Ujjain’ districts with ‘Privatization’.
