Md. Code Regs. 20.50.12.14

Current through Register Vol. 51, No. 22, November 1, 2024

Section 20.50.12.14 - Customer Perception Surveys

A. Each utility shall perform a customer perception survey no less than every 4 years.

B. The objective of the survey is to measure customer perceptions regarding the utility's overall performance, reliability performance, vegetation management activities, effectiveness of customer communications, and service quality performance.

C. By April 1, 2026, and every 4 years thereafter, unless otherwise directed by the Commission, each utility shall file customer perception survey results that shall be included with each utility's submittal under Regulation .02D(7)(b) of this chapter.

D. Each utility shall use a survey process as determined by the Commission, in which the survey question themes and associated rating scales shall be consistent among all utilities.

E. Each utility shall determine a communication methodology to reach customers in regard to collecting survey data and survey sample size to reflect a margin of error of plus or minus 5 percent at a minimum 90 percent confidence level for both the residential and commercial customer segments.

Md. Code Regs. 20.50.12.14

Regulation .14 amended effective 50:16 Md. R. 728, eff. 8/21/2023