Our primary CRM guidelines are observation of consumer rights and interests and satisfaction of their needs. The quality of services should meet or even exceed customer expectations. Customer service centers and bureaus all over the Company provided F2F service. Internet customer support and 8-800-2501-220 hot line support provide 24/7 remote customer services. The corporate web-site provides access to the online GD’s reception office and personal customer account.
To enhance quality and accessibility of the Company’s services 19 F2F customer service centers operated during the reported period. Our hot line customer service center has increased the quantity of telecommunication channels and employee population. We have upgraded our interactive voice answerback system. We have extended our online “Connection” service at “Personal Customer Account” of the corporate web-site with add-ins, “Electricity Transmission” service running in a testing mode. There were special customer boards in our Sverdlovenergo and Chelyabenergo branches, with the Permenergo branch collaborating with the multisectoral customer board, liable for operations of natural monopolies in the Perm region.
During the reported period the Company has achieved targets of QoS indicators approved by the state regulators. Actual values are within possible variations; max variation has not exceeded 14% with possible variation ratio set at 30%.