% calls not answered in 20 seconds

14.1

17.98

<=25%

# calls abandoned

2.0

3.9

<=5%

% outages calls not answered

7.4

6.9

<=15%

% calls receiving busy signals

0.0

0.0

<=3%

% bills rendered in 7 days

100.0

100.0

<=0.10%

% inaccurate bills

0.021

0.01

<=0.10%

% payment posting complaints

0.002

0.001

<=0.005%

% meters not read

1.088

0.57

<=5%

% work not completed on time

0.1

0.04

<=5%

Avg. delay days for missed appointments

3.7

2

<=5

Satisfaction with transactions

92.3

93.75

>=80%

Overall satisfaction

91.6

88.4

>=80%

% complaints to regulators

0.001

0.001

<=0.07%

Lost time incidents

1.28

3.44

<=3.5

Lost time severity

2.56

67.12

<=37

System reliability – frequency of outages

1.5

1.8

<=1.7

System reliability – duration in hours

1.2

1.8

<=2.2