Illinois Administrative Code › Title 83 - PUBLIC UTILITIES › Part 411 - ELECTRIC RELIABILITY › Subpart D - ELECTRIC SERVICE CUSTOMER SATISFACTION SURVEY › Section 411.301 - Definitions Used in Subpart D

Current through Register Vol. 48, No. 28, July 12, 2024
Absolute value - A nonnegative number equal in numerical value to
				  a given real number.
Attempt - Using a phone, electronic mail or U.S. mail to contact
				  residential or nonresidential customers.
Categorical questions - Questions with response options limited to
				  prescribed categories.
Confidence interval - A range believed to contain the actual
				  response of the entire population, based on a sample result.
Confidence level - The probability that a result, based on a
				  sample, is likely to contain the actual response of the entire population.
Contact information- A residential or nonresidential customer's
				  name, street address, phone number and/or email address.
Contingency table - A depiction of observed and expected
				  frequencies in the sample data.
Correlation coefficient - An indicator of both the strength and
				  the direction of a relationship between responses. The coefficient has two
				  components: a value and a sign. Coefficient values range from 0 to 1 or 0 to -1 and
				  indicate the strength of the relationship between two variables. As the value of the
				  coefficient approaches 1, the relationship becomes stronger, with a value of 1
				  indicating a one-to-one correlation. As the value of the coefficient approaches 0,
				  the relationship becomes weaker, with a value of 0 indicating no relationship. The
				  coefficient can be either positive or negative.
Cross-tabulations - A widely used method for studying the
				  relationship or association among and between variables. In cross-tabulation, the
				  sample is divided into subgroups in order to examine how a variable of interest
				  varies from subgroup to subgroup.
Descriptive statistics - Statistics that organize and summarize
				  information without interpreting meaning. Descriptive statistics include, but are
				  not limited to, the range of responses, the median response, the mean response, and
				  the modal response.
Firmographics - The statistical data of a business.
Mean response - The sum of the numeric value of each response
				  divided by the number of responses.
Median response - The numeric value of the response with 50% of
				  responses above and 50% below it.
Modal response - The response that occurs most frequently.
Non-responses - The number of individuals in the sample who are
				  not reached or refuse to respond to the entire survey or to a specific
				  question.
Pearson Product Moment Correlation - The maximum likelihood
				  estimator of population correlation, under normal conditions. If underlying
				  requirements are met, it is most likely to detect co-variation or relationship
				  between variables in the population.
Population - The total number, in each category, of residential
				  and non-residential customers for the jurisdictional entity.
Range of responses - The distance between the highest score and
				  the lowest score.
Rating questions - Questions with response options expressed as a
				  numeric value on a scale of zero to ten.
Respondents - The number of residential or nonresidential
				  customers who are reached and complete the survey.
Response rate - This is calculated by dividing the number of
				  respondents by the number of prospective respondents contacted.
Sample size - The total number of randomly selected customers,
				  including those who responded and those who did not.
Sampling frame - The size of the accessible population from which
				  a sample is drawn. For example, where jurisdictional entities draw the sample from
				  their customer databases, the sampling frame is identical to the population. Where
				  jurisdictional entities use random digit dial, the sampling frame shall be valid
				  customer telephone numbers.
Standard chi-square test - A statistical test used to determine if
				  a relationship between variables exists by comparing expected and observed cell
				  frequencies. Specifically, a chi-square test examines the observed frequencies in a
				  category and compares them to what would be expected by chance or would be expected
				  if there were no relationship between variables.
Statistically significant - Differences at the .05 probability
				  level and/or relationships with a statistically significant correlation of .5 or
				  higher.
Yes/no questions - Questions with yes or no response
				  options.