20150909AVU to Staff 109.doc

AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION

JURISDICTION: IDAHO DATE PREPARED: 09/01/2015
CASE NO.: AVU-E-15-05/AVU-G-15-01 WITNESS: Don Kopczynski
REQUESTER: IPUC RESPONDER: Shawn Bonfield
TYPE: Production Request DEPARTMENT: State & Federal Regulation
REQUEST NO.: Staff - 109 TELEPHONE: [phone]

REQUEST:

Please provide the first call resolution rate by month for each of the last three years (2013, 2014 and YTD 2015). “First call resolution rate” is the percentage of calls where the transaction, inquiry or complaint is resolved upon initial contact with the Company.

RESPONSE:

Avista does not track first call resolution for every customer phone call received. As part of the Company’s Voice of the Customer survey customers surveyed are asked the following question:

Using a scale of 1 to 4, where 1 means “very dissatisfied,” and 4 means “very satisfied,” how would you rate your satisfaction with the representative giving you all of the information you needed in one call?

The percentage of customers that respond very satisfied or satisfied is combined to obtain a first call resolution rate. Results of the Voice of the Customer survey are calculated monthly. The following table represents the first call resolution rate for 2013 through 2015 based on survey results.

First Call Resolution Rate Quarter 2013 2014 2015 Q1 94% 94% 94% Q2 95% 93% 94% Q3 94% 93%   Q4 95% 95%