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 |
6.1 |
6.2 |
6.1 |
6.2 |
| 2) How satisfied are you with the actions taken
by Questar Gas in response to your call? |
5.8 |
6.1 |
6.4 |
6.1 |
6.1 |
| 3) How satisfied are you with the Ask-A-Tech
technician's overall performance? |
6.0 |
6.5 |
6.6 |
6.7 |
6.6 |
| 4) How satisfied are you with the overall service
technician's performance? |
6.3 |
6.7 |
6.7 |
6.9 |
6.7 |
| 5) Questar Gas's overall performance |
5.8 |
6.4 |
6.4 |
6.1 |
6.1 |
 |
Performance Percentages |
|
|
|
|
|
| 1) Percentage of emergency calls answered within
60 seconds by an agent. |
95% |
99.6% |
99.8% |
99.6% |
99.5% |
| 2) Percentage of emergency calls where a company
representative is on site within one hour. |
95% |
94.2% |
95.5% |
95.8% |
95.5% |
| 3) Percentage of billing inquiries requiring
investigation that received a response within seven business days. |
90% |
100% |
99.9% |
99.9% |
99.9% |
| 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% |
100% |
100% |
100% |
100% |
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