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Friday
Oct202017

Market participants take note: annual customer satisfaction survey available this week

Survey feedback helps the ISO deliver better products and services

Every year, ISO New England’s Customer Service and Training department conducts an online survey of market participants to measure their satisfaction with the information and services the ISO provides. The survey contains a series of questions (both multiple choice and written feedback) that should take no longer than 10 minutes to complete. This feedback, especially any written comments, is very important to the ISO to learn more about how market participants view the quality of ISO products and services. Once finalized, survey results are used by the ISO to identify and prioritize improvements.

On October 19, an email was sent from the ISO’s survey vendor, Abt Associates, to market participants with an individual link to the survey. The ISO requests that surveys be completed as soon as possible to avoid the need for reminder emails. All survey responses will be kept confidential.

Past survey responses have guided a number of improvements in different areas such as system operations, market operations,  the website, and information products. For example, ISO has:

  • Introduced a Customer Readiness section on the website that provides for all major projects detailed information, actions participants need to take, and links to training and other resources
  • Improved the notices and tables for changes to interface Total Transfer Capability (TTC) limits
  • Implemented the ability for participants to submit  fuel price adjustments more than one day in the future

ISO New England greatly appreciates the time that market participants take to fill out and complete the survey.