The «standard of analysis and estimation of consumers' satisfaction» is developed for the purpose of establishment of an effective system of communication with the company clients.

The sector of the client relations organization of IDGC of North-West develops a draft of the «standard of analysis and estimation of consumers' satisfaction".

The document is developed on the basis of Order of IDGC of North-West "On organizational activities on standardization" as of 16 March of the current year.

Today orientation to work with the client is a key feature of effective managerial system of the company. Not without reason the client's satisfaction is the main component and necessary requirement at certification of the enterprises under the standards of modern quality estimation system ISO-9001.

“How can we define objectively how high the level of satisfaction of the consumer of the company services is? How can we in due time to trace all changes of this parameter? How can we find out what fields of the company activity, first of all, require improvement, in opinion of the client? The Standard is developed to answer these every questions”, the main expert of the sector for client relations organization of IDGC of North-West Olga Kotlyarova (on the photo) explained.  

One of the tasks of the developed document is to create an effective system of "feedback" with clients for the further improvement of the system of internal and correspondence service.

It is supposed that the Standard will determine the order of use of channels and means of communications at interaction with target groups, the order of interaction of divisions of the executive body and branches of the Company during gathering, analysis and use of the information. Besides, methods of analysis of the information received during researches of expectations and needs of the Company clients will be registered.

Let us remind that now 23 Service Centers (SCs) operate in the coverage area of IDGC of North-West. The tasks of SCs' experts include consultation and assistance to clients in the issues of technological connection to networks and solution of other questions connected with the company activities. The consumers who turned to the SCs are constantly questioned in order to estimate quality of client service.

From February 2009, branches of IDGC of North-West render additional paid services through SCs. They include support of contracts on technological connection to electric systems, maintenance and repair of electric power installations of consumers, servicing of street illumination networks, transport services and others.