OREANDA-NEWS. June 5, 2007. One of the main principles of work for both JSC “IDGC of Center and North Caucasus” as well as the grid companies of its service area are meeting customers’ expectations and demands. The principle is stated in the Company Goals and Objectives.

“After splitting-off, every company has its own customers. The company work results, company success- depend on the formation of relations with the customer”, - said Anna Korneychuk, Head of the Customer Care Department of JSC “IDGC of Center and North Caucasus”. Primarily, we have to care for our clients as the buyer of our services. Therefore, we must make our services attractive to the customer.”

JSC “IDGC of Center and North Caucasus” is installing its Customer Care Centralized System for such purposes, in the framework of which a system of constant monitoring of customer expectations, the effectiveness of customer care service in the DGC shall be operating. Monitoring is held quarterly.

“Nowadays, in the conditions of constant grow, the combination of customer demand, market requirements and company interests dictates the rules of development, the instrument of which is marketing, commented Anna Korneychuck. – We have to adapt and plan the company activities while combining our interests with market interests and customers demands. The ability to change the company organization system based on meeting customer expectations is a fundamental requirement for work in competitive market conditions”.

According to the results of the Ist quarter of 2007 21704 customers addressed appeals to all DGCs of the service area, among them were 20629 applications and 1075 complaints. The monitoring produced the following data: 73% of appeals were made during visits to the Customer Care Center and to the power company affiliates. The rest were made by telephone, Internet, mail.

The appeals sent to DGCs are divided by type of customer, character of appeal, the substance of the matter, while further processing of applications is controlled. The majority of appeals come from natural persons – approximately 80%. The main issues of the  appeals in the Ist quarter of the current year were applications for new connections, items on contract support for power supply, metering and power energy quality.

“Monitoring allows to determine the items which concern our customer, said Anna Korneychuk, Head of the Customer Care Department of IDGC. – For example, while analyzing the applications from industrial customers we found that half of the applications are about items on new connections (53 %), while complaints from natural persons are mainly about power energy quality (94 %).

Therefore, we understand, that we have to pay attention to this group, and encourage them to react which allows us to determine ways of solving the existing problems”.