CSG 2016: Year-on-Year Customer Satisfaction Increase

Guangzhou - The customer is always right.

Such is the hallmark to any successful business organization, to place its trust and services on behalf of each and every customer; and to thoroughly implement China Southern Power Grid’s (CSG) strategic goal of “building a world-leading power grid company with excellent performance and brand image” while caring out the “185611” development objective, CSG has consistently enhanced its customer satisfaction organization.

The company’s 2016 Report on Customer Satisfaction Assessment has been released and for overall customer satisfaction, CSG has scored 79.5% … 0.5 higher than the 2016 annual objective and 2015 performance.

This places CSG is one more step closer to being one of the world’s leading enterprises.

As the assessment result indicates, scores for CSG branches in China’s eastern areas has remained relatively high, while those for western areas have generally been on the rise.

Current data compared with those in 2015 are as follows:

       84% Guangdong Power Grid Company

        77% for Guangxi Power Grid Company and Yunnan Power Grid Company

        76% for Guizhou Power Grid Company

        69% customer satisfaction for Hainan Power Grid Company and;

        83% and 85% (respectively) for Guangzhou Power Supply Bureau and Shenzhen Power Supply Bureau

China’s five southern provincial governments have successively published poll results on public services including public utilities, transportation, education and social security.

The Guangdong Power Grid Company, Guangzhou Power Supply Bureau and Shenzhen Power Supply Bureau all captured first place in the Guangdong Poll for the eight consecutive year.

Here are some notable accomplishments:

        Guangzhou Power Supply Bureau has been rated No.1 for the 16th consecutive year for citizen’s evaluation about the conditions of Guangzhou City

        Shenzhen Power Supply Bureau has been listed as No.1 for six consecutive years in the public ranking of Shenzhen public services

        Yunnan Power Grid Company has won first place for its 8th consecutive year

        Guangxi Power Grid Company has taken first place for four consecutive years in the provincial poll, and

        Guizhou Power Grid Company was rated as No.1 in the assessment of key industries by the Guizhou Provincial Commission of Economy and Information Technology.

The CSG Marketing Department took multiple measures to push forward its public relations awareness programs as it strives to improve customer satisfaction.

Year 2016 has seen significant accomplishments in all respects. China Southern Power Grid has made substantial progress in marketization reform, which was fully acknowledged by relevant national ministries.

CSG has continuously extended its investments for power-supply business expansion, which resolved service difficulties in “the last kilometer”. The company has improved service quality and enhanced synergy in increasing energy supplies, making major inroads in expanding power distribution.

In 2016, CSG has transmitted more than 195 billion kWh of electricity from China’s West to East, increasing by 3.2% on a year-on-year basis. In Yunnan Province alone, 16.5 billion kWh of additional surplus hydropower was created. The capacity ceiling of 886,000 kVA in power-supply business expansion was comprehensively shattered.

CSG continues to promote its standardized management and optimizing its working procedure in power-supply expansion. CSG power connection services now can be provided 42 days shorter than the national requirement.

In 2016, the average black-out duration across the entire coverage service area of CSG was 22.3 hours per household, a remarkable 7% shorter than that in the previous year.

Substantial efforts have been made in the Company's “Internet+ power service” project. CSG has set up a 95598 provincial piloting units for intensified management throughout Guangdong and Guangxi Provinces; and the newly established unified service platform for the entire grid has made a significant positive impact on the end- user experience.

CSG’s marketing techniques have gained consistent improvement. The entire power grid - including all county-level subsidiaries - achieved 100% coverage of automatic metering terminals. Smart meters now cover 80.1% of the entire area, 14% higher than that of the previous year.

Altogether 38% of the whole area now uses low-voltage concentrated meter reading technology, an increase of 18% compared with that in previous year. Additionally, integrated management systems and monitoring platforms for marketing have been established.

Exciting advancements have been achieved in the substitution of fossil fuels with electricity and EV businesses. A total of 328 substitution programs have been completed, including a grouping of large ones such as the Zhongshan Harbor Project.

In 2006, 98 EV charging stations and 2008 charging piles have been newly added.

CSG has also constructed and placed online the Pearl River Delta inter-city charging network, the Hainan Island East line charging network and the Beijing-Zhuhai expressway EV charging network and other significant achievements such as EV “intelligent charging platforms” have also been developed.

# # #