Performance
Ratings
1 = Not satisfied at all; 7 = Completely satisfied |
Goal |
Q1 |
Q2 |
Q3 |
Q4 |
| 1) How satisfied are you with the product and services
you receive? |
5.9 |
5.3 |
5.4 |
5.4 |
5.3 |
| 2) How satisfied are you with the actions taken by
Questar Gas in response to your call? |
5.8 |
5.7 |
6.0 |
5.9 |
5.6 |
| 3) How satisfied are you with the Ask-A-Tech technician's
overall performance? |
6.0 |
6.4 |
6.4 |
6.1 |
6.4 |
| 4) How satisfied are you with the overall service
technician's performance? |
6.3 |
6.7 |
6.6 |
6.4 |
6.6 |
| 5) Questar Gas's overall performance |
5.8 |
5.3 |
5.6 |
5.5 |
5.3 |
 |
Performance Percentages |
|
|
|
|
|
| 1) Percentage of emergency calls answered within
60 seconds by an agent. |
95% |
98.9% |
98.9% |
98.5% |
98.7% |
| 2) Percentage of emergency calls where a company
representative is on site within one hour. |
95% |
87.0% |
89.9% |
82.3% |
76.7% |
| 3) Percentage of billing inquiries requiring investigation
that received a response within seven business days. |
90% |
99.7% |
99.4% |
84.3% |
93.2% |
| 4) Percentage of customer complaints filed with the
Public Service Commission (PSC) that received a response within five business
days. |
100% |
100% |
100% |
100% |
100% |
5) Percentage of customers' gas-service requests
activated or reactivated within three business days.
|
90% |
97.0% |
95.9% |
96.8% |
96.5% |
