A STUDY ON CUSTOMER SATISFACTION TOWARDS TATA POWER-DDL

Abstract

The objective of this project is to study the customer satisfaction in context of power quality and customer service. TPDDL has been in operation since 2002 in the North and northwest area of Delhi. The company have overcome many obstacles to provide quality power to its consumers. The company has taken many initiative for this: • The implementation of Supervisory Control and Data Acquisition (SCADA) across all grid stations • GIS was implemented for the Distribution network which was also a prerequisite for making the system ready for the Distribution Management System (DMS). • GIS provided a platform to the engineering and planning team to enhance their efficacy by getting an accurate view of the geography and network • Customer Care Module (CCM) for Complaint/Request registering / tracking and closing mechanism And more recent ones like • On line applications • Mobile application • Reduced complaint attending time • New connection and disconnection in reduces time. • TPPDL’s CSR initiatives o Health check ups o Mobile dispensaries o Women learning centers o Skill enhancing course etc. All of the above steps helped to increase the customer satisfaction but still a long distance needs to be covered. In near future there would be many service providers in the same area. So customer satisfaction plays very critical factor in retaining the current customer base and increasing it further. This project report studies the customer satisfaction level as of now and explore the ways to increase it.