Abradee Survey

For over 20 years, the Brazilian Association of Electricity Distributors (Abradee) has been conducting an annual survey among residential customers. The results are announced together with the Abradee Award in mid-July. There is a general drop in the score of all distributors in recent years, causing the average result for Brazil, which was 70.3 in 2020, to fall to 67.0 in 2022. Copel’s result, remained well above the national average, with a score of 77.0 in the Index of Perceived Quality Satisfaction (ISQP) in 2022. The company has been a finalist for the award in recent years, winning first place in the satisfaction ranking, among distributors, in 2019 and 2021.

The methodology for calculating and distributing the sample respects the particularities of each distributor’s market, with regard to the number and size of municipalities served, resulting in a consistent sample that reproduces the characteristics of each subuniverse considered.

For the sample planning:

• The municipalities are grouped according to their location within the area of operation and the number of residential consumers.
• Within each group, municipalities are drawn to compose the sample.
• In each municipality, by means of a census sector draw (geographical unit adopted by the Brazilian Institute of Geography and Statistics – IBGE), we arrive at the neighborhood, the street, and the home of the interviewee.
• This procedure occurs even for those distributors whose concession area is composed of a municipality.
  In this survey, the 95% confidence interval is used.

Aneel Survey

The National Agency of Electrical Energy (Aneel), regulator of the electrical sector in Brazil, conducts an annual satisfaction survey, called Aneel Index of Consumer Satisfaction (IASC). This survey also shows a drop in satisfaction among customers of the distributors, causing the average result for Brazil to fall from 59.55 in 2020 to 57.61 in 2022. Copel’s result was above the national average, with a score of 63.73 in 2022.

This index is published annually by Aneel, after the application of approximately 30 thousand questionnaires all over Brazil, resulting in a confidence level of 95% and a margin of error of 5%.

The model used to calculate the IASC was generated from the qualitative consultation carried out in the year 2000 and consolidated in discussions with representatives from Aneel, the state agencies and the electricity distributors. It is composed of five variables assessed in the questionnaire applied by means of measurement scales.

Other satisfaction surveys

In addition to the surveys conducted annually by the Brazilian Association of Electricity Distributors (Abradee) and by Aneel, Copel conducts periodic surveys with rural customers, public authorities and other customers served in person or by call center and digital channels. The continuous monitoring of complaints and manifestations forwarded through the Ombudsman’s Office is another important methodology to identify possible sources of dissatisfaction for the customer.

Among the surveys we can highlight:

• Evaluation of the image of the services offered by Copel (Paraná Research Institute);
• Quantitative satisfaction surveys (post-service, reaction, digital channels, Net Promoter Score – NPS);
• Qualitative satisfaction surveys (manager contact, open questions, focus groups).

The effective monitoring of the consumer’s perception allows regular follow-up of the satisfaction levels, and the results are unfolded to all levels of the company.

Actions aimed at customer satisfaction

The data obtained through the surveys are duly treated and classified, thus allowing reports to be issued in which the customers’ greatest needs are made visible. Based on the survey results, demands are addressed to the responsible areas, for planning and monitoring the actions to improve the company’s internal processes, aiming to provide a better experience to the customer.

Among the actions that are currently developed by the company are

• The modernization programs of the distribution system Paraná Trifásico Program and Rede Elétrica Inteligente Program;
• Improvement in the attendance channels, including attendance by WhatsApp and receipt of the bill via instant payment (PIX);
• Development of educational and communication actions about the safe and conscious use of electric energy among children, young people and adults;
• Dissemination of information about social programs, services and consumer rights and duties.

NO – no survey occurred 

UCS – consumer units

Target percentage of satisfied customers for 2022: 77%