Timeliness and accuracy of algorithms used to determine deliveries Speed of response to marketer phone calls, requests and inquiries. The results of the utility score on these measures can be used to reward or penalize the utility. Alternatively, as with retail service, overall customer complaints can be tracked. The Department asks for comment on the use of surveys or other means for collecting information on utilities' performance. We also encourage the use of anonymous surveys of marketers regarding utilities' performance.
Anonymity is important due to the nature of the relationship between the utility and the marketer.
Maintaining a good and friendly relationship with the utility is critical to the marketers' ability to get the commodity delivered to the customer. We have seen numerous examples where commercial retribution is exacted on those who complain or speak up. Although we have not experienced this phenomenon in dealing with Massachusetts utilities, the protection of anonymity will increase the frankness of the assessment. However, we recommend that anonymous survey results be given less weight than other components in the measurement scheme ultimately adopted. B. Penalties and Rewards The Department asks whether the service quality plans should include rewards as well as penalties.