Abradee Survey

For over 20 years, the Brazilian Association of Electricity Distributors (Abradee) has conducted an annual survey of residential customers. The results are announced at the Abradee Awards in mid-July.

The sample planning considers the particularities of each distributor, such as the number and size of the municipalities served, ensuring a consistent sample.

The process involves:

• Grouping municipalities by location and number of residential consumers.
• Random selection of municipalities within each group to compose the sample.
• Random selection of census sectors (defined by IBGE) to identify the neighborhood, street, and household to be interviewed.
• This procedure is also adopted for distributors that serve only one municipality. The survey uses a 95% confidence level.

Aneel Survey

The National Agency of Electrical Energy (Aneel), regulator of the electrical sector in Brazil, conducts the annual Aneel Consumer Satisfaction Index (IASC).

The index is calculated based on approximately 30,000 questionnaires administered throughout the country, ensuring 95% confidence and a margin of error of 5%.

The evaluation model was developed from a qualitative survey conducted in 2000 and refined in conjunction with representatives from Aneel, state agencies, and distributors. The questionnaire evaluates five main variables, using measurement scales to compose the final IASC result.

Other satisfaction surveys

In addition to the surveys conducted annually by the Brazilian Association of Electricity Distributors (Abradee) and the National Electric Energy Agency (Aneel) with residential and large customers, Copel conducts periodic surveys with different audiences: rural and non-residential customers and consumers served in person, by call center, or through digital channels.

Continuous monitoring of complaints and comments received by the Ombudsman’s Office is another important method for identifying possible sources of dissatisfaction.

Among the main surveys conducted, the following stand out:

• Evaluation of Copel’s service image (Instituto Paraná Pesquisas), a survey conducted with residential, non-residential, and rural customers;
• Quantitative satisfaction surveys: post-service, reaction, digital channels, Net Promoter Score (NPS), and Customer Satisfaction Score (CSAT);
• Qualitative satisfaction surveys: manager contact, open questions, and focus groups.

Surveys conducted with different customer groups are always carried out with a statistically representative sample of that group’s customer base. Effective monitoring of consumer perception allows for regular tracking of satisfaction levels, with results rolled out to all levels of the company.

Actions aimed at customer satisfaction

The information obtained from the surveys is processed and classified, resulting in reports that highlight the main needs of customers. Based on this data, the responsible areas plan and execute actions to improve internal processes and provide an increasingly better consumer experience.

Among the actions currently being developed by the company, the following stand out:

• Electricity grid modernization programs, such as Paraná Three-Phase Program and Intelligent Electric Network Program;
• Improvement of customer service channels, with new services in the app and on WhatsApp, as well as options for payment and installment plans for bills using credit cards;
• Educational and communication actions on the safe and conscious use of electricity, aimed at children, young people, and adults;
• Dissemination of social programs, services, consumer rights, and duties; and
• First Call Resolution – FCR.