SATISFACTION SURVEY OF CONSUMERS OF TATA POWER DELHI DISTRIBUTION LIMITED

Abstract

TATA Power Delhi Distribution Limited, TPDDL (earlier North Delhi Power Limited) was incorporated in July 2002 as a JV of Tata Power (51%) and Delhi Government(49%) on the Public-Private Partnership (PPP) model. TPDDL took over the license to distribute electricity to North & North Westpart of Delhi through a competitive bidding process initiated to reform the distribution sector in Delhi. The Company changed itsname from North Delhi Power Limited to Tata Power Delhi Distribution Ltd. in Nov 2011. The new name, while signifying TPDDL’sdirect relationship with the Tata Power Company Limited, allows the company to significantly leverage its TATA lineage forenhancing sustainability and growth of business. Electricity distribution is a utility service affecting the daily life of the population and is a socio-political matter. As part ofUniversal Service Obligation (USO), TPDDL is committed to provide electricity to all customers in its licensed area withoutdiscrimination as long as they are bonafide ‘customers’ under the provisions of Electricity Act 2003.All processes of TPDDLare consumer centric. Company has taken a lot of initiatives to meet the consumer expectations to provide reliable, competitive power and services and be the company of choice for all its stakeholders. The various customer segments TPDDL deliver electricity to, range from Domestic to Xpress consumer base. Since TPDDL is a Service Distribution organization, this research has been carried out to assess the satisfaction level of consumers of TPDDL about the Service Quality offered, through a questionnaire survey on 100 number of TPDDL consumers. The research results throw light on the satisfaction achieved so far against the initiatives taken by TPDDL in providing the differentiated services to its customers.