CUSTOMER SATISFACTION SURVEY ON TNB SERVICES IN THE IMPLEMENTATION OF FEED-IN TARIFF (FiT) SYSTEM

33 %
67 %
Information about CUSTOMER SATISFACTION SURVEY ON TNB SERVICES IN THE IMPLEMENTATION OF...
Engineering

Published on May 31, 2014

Author: shrimphead

Source: slideshare.net

Description

For more Solar Malaysia Survey Information, please visit http://solarmalaysiafit.blogspot.com/2014/05/customer-satisfaction-survey-on-tnb.html

CUSTOMER SATISFACTION SURVEY ON TNB SERVICES IN THE IMPLEMENTATION OF FEED-IN TARIFF (FiT) SYSTEM

KAJIAN KEPUASAN PELANGGAN KE ATAS PERKHIDMATAN TNB DALAM PELAKSANAAN SISTEM TARIF GALAKAN (FiT)

Page 1 of 13 Dear Sir/Madam, Download the survey form here http://solarmalaysiafit.blogspot.com/2014/05/customer-satisfaction-survey-on-tnb.html Universiti Tenaga Nasional (UNITEN) has been appointed by Tenaga Nasional Berhad (TNB) to measure customers’ satisfaction towards TNB services in the implementation of Feed-in-Tariff (FiT) System. Therefore, we are conducting a survey with the aim of getting feedback from all parties involved in the implementation of FiT system i.e. the RE provider (FiAH), Consultants, and Service Providers. We strongly believe your input will help TNB provides better service to their customers. Attached is the softcopy of our survey questions. If you are familiar with the whole FiT system, kindly answer all sections. However, if you are less familiar with the system, kindly answer Section A, Section B15-B18 and Section E ONLY. To make it easier for you to answer the survey, we are using the word file. If you choose to answer the question through email, below are the instructions: i- Please type ‘X’ if the questions require you to choose one of the given options. ii- For Likert-scale questions, please highlight the scale that you want to choose. iii- If there is a need for you to type your reason/comments, please use the space provided. iv- Once you have completed the survey, please save the file and email it to Hayati@uniten.edu.my Thank you again for your great support. If you have any query, do send an email to me. Best regards. Dr. Norhayati Mat Husin Project Leader College of Business Management & Accounting UNITEN

Page 2 of 13 CUSTOMER SATISFACTION SURVEY ON TNB SERVICES IN THE IMPLEMENTATION OF FEED- IN TARIFF (FiT) SYSTEM KAJIAN KEPUASAN PELANGGAN KE ATAS PERKHIDMATAN TNB DALAM PELAKSANAAN SISTEM TARIF GALAKAN (FiT)

Page 3 of 13 CUSTOMER SATISFACTION SURVEY ON TNB SERVICES IN THE IMPLEMENTATION OF FEED-IN TARIFF (FiT) SYSTEM Dear respective respondent, We are pleased to invite you to participate in the survey of Tenaga Nasional Berhad (TNB) under the supervision of Universiti Tenaga Nasional (UNITEN). The purpose of this study is to get your feedback on TNB services in the implementation of FiT system. The feedback will be used by TNB management to improve their services in enhancing public investment in Renewable Energy (RE). If you have any queries, please email to hayati@uniten.edu.my. Thank you very much for your time and cooperation. KAJIAN KEPUASAN PELANGGAN KE ATAS PERKHIDMATAN TNB DALAM PELAKSANAAN SISTEM TARIF GALAKAN (FiT) Tuan/Puan yang dihormati, Kami sangat berbesar hati menjemput anda untuk mengambil bahagian dalam kajian Tenaga Nasional Berhad (TNB) di bawah penyeliaan Universiti Tenaga Nasional (UNITEN). Tujuan kajian ini adalah untuk mendapatkan pandangan anda mengenai perkhidmatan yang disediakan oleh TNB dalam pelaksanaan system FiT. Maklum balas anda akan membantu pengurusan TNB untuk memperbaiki perkhidmatan yang disediakan bagi menggalakkan lagi pelaburan awam dalam Tenaga Boleh Baharu (TBB). Jika anda mempunyai sebarang pertanyaan, sila emel kepada hayati@uniten.edu.my. Terima kasih atas masa dan kerjasama anda. Dr. Norhayati Mat Husin, Prof Madya Dr. Salina Daud Dr. Bakhtiar Alrazi Norlaila Mazura Hj. Mohaiyadin College of Business Management and Accounting Universiti Tenaga Nasional

Page 4 of 13 SECTION A: DEMOGRAPHIC PROFILE / PROFIL DEMOGRAFI General instruction: Please tick ‘ √ ’ in the box provided Arahan umum: Sila tandakan ‘ √ ’ dalam petak yang disediakan A1- Salutation / Panggilan hormat: Tun / Toh Puan Tan Sri / Puan Sri Dato’ Sri / Datuk Seri/ Datin Sri/ Datin Seri Dato’/ Datuk/ Datin Professor / Profesor Associate Professor / Profesor Madya Dr. / Dr. Mr./Mrs. / Encik / Puan Miss/ Cik Others – Please specify / Lain-lain – Sila nyatakan: ……………………………………………………… A2- Types of respondents / Jenis responden: Consultant / Perunding Service provider - Solar Photovoltaic / Penyedia perkhidmatan- Solar Fotovolta Feed-in Approval Holder (FiAH)/ Pemegang Kelulusan Tarif Galakan (FiAH) A3- Types of FiAH / Jenis FiAH: Residential < 12kw/ Perumahan < 12kW Commercial low voltage i.e. <425kW / Komersial bervoltan rendah <425kW Large commercial medium voltage > 425kW / Komersial besar bervoltan sederhana >425kW

Page 5 of 13 A4- Employment background / Latar belakang pekerjaan: Self-employed / Bekerja sendiri Please specify type of industry / Sila nyatakan jenis industri: Private / Persendirian Please specify type of industry / Sila nyatakan jenis industri: Government / Kerajaan Others – Please specify / Lain-lain – Sila nyatakan: A5- Types of Renewable Energy (RE) sources / Jenis sumber Tenaga Boleh Baharu (TBB): Biogas Small Hydro / Mini Hidro Biomass / Biojisim Solar Photovoltaic / Solar Fotovolta A6- Category of RE installation / Kategori Pemasangan TBB: Power Systems Study (PSS) - RE installation >180 kW Kajian Sistem Kuasa (PSS) - Pemasangan TBB >180 kW Connection Confirmation Check (CCC) - RE installation > 72 kW and up to 180 kW Pemeriksaan Pengesahan Sambungan (CCC) - Pemasangan TBB > 72 kW dan sehingga 180 kW 72 kW and less 72 kW dan kurang Note: For RE installation that does not involved PSS or CCC, please proceed to statement B5 Nota: Untuk pemasangan TBB yang tidak melibatkan PSS atau CCC, sila ke pernyataan B5

Page 6 of 13 SECTION B: CUSTOMERS SATISFACTION TOWARDS THE FiT PROCESS / KEPUASAN PELANGGAN TERHADAP PROSES FiT General instruction: Please circle your response according to the following scales: Arahan umum: Silat bulatkan respon anda mengikut skala berikut: 1 2 3 4 5 6 7 Strongly disagree Sangat tidak setuju Disagree Tidak setuju Somewhat disagree Agak tidak setuju Neutral Neutral Somewhat agree Agak setuju Agree Setuju Strongly agree Sangat setuju TECHNICAL / TEKNIKAL B1 TNB has conducted the PSS and CCC within the required timeline. TNB menjalankan PSS dan CCC dalam tempoh masa yang dikehendaki. 1 2 3 4 5 6 7 B2 TNB always produce a complete report of PSS / CCC. TNB sentiasa mengeluarkan laporan PSS / CCC yang lengkap. 1 2 3 4 5 6 7 B3 TNB always produce the PSS / CCC report before the technical feasibility studies timeline ends. TNB sentiasa mengeluarkan laporan PSS / CCC sebelum tempoh masa kajian kebolehsanaan teknikal tamat. 1 2 3 4 5 6 7 B4 I’m satisfied with the content of PSS / CCC report produced by TNB Saya berpuas hati dengan isi kandungan laporan PSS / CCC yang dikeluarkan oleh TNB. 1 2 3 4 5 6 7 COMMERCIAL / KOMERSIAL - The Renewable Energy Power Purchase Agreement / Perjanjian Pembelian Kuasa TBB (REPPA) B5 TNB staff is always helpful in guiding the REPPA submission process. Pekerja TNB sentiasa membantu dalam memberikan panduan untuk proses penghantaran REPPA. 1 2 3 4 5 6 7 B6 From the date of receipt of written notice and complete submission of all documents from FiAH, REPPA is signed within the required timeline. Bermula daripada tarikh penerimaan notis bertulis dan penghantaran semua dokumen yang lengkap daripada FiAH, REPPA ditandatangani dalam tempoh masa yang dikehendaki. 1 2 3 4 5 6 7

Page 7 of 13 Note: FiAH with Low Voltage (LV), please proceed to statements B7- B10. FiAH with Medium Voltage (MV), please proceed to statements B11 – B14 Nota: Untuk FiAH Voltan Rendah (LV) sila ke kenyataan B7- B10. Untuk FiAH Voltan Sederhana (MV), sila ke pernyataan B11 – B14 TESTING & COMMISSIONING / PENGUJIAN & PENTAULIAHAN (T&C) - LV B7 TNB has an efficient RE meter/Low Voltage Current Transformer (LVCT) procurement process. TNB mempunyai proses perolehan meter TBB / transformer semasa bervoltan rendah (LVCT) yang efisyen. 1 2 3 4 5 6 7 B8 The RE meter/LVCT installation process has been done on the day as notified by TNB. Proses pemasangan meter TBB / LVCT dibuat mengikut tarikh yang dimaklumkan oleh TNB. 1 2 3 4 5 6 7 B9 I am satisfied with the quality of RE meter / LVCT installed by TNB. Saya berpuas hati dengan kualiti meter TBB / LVCT yang dipasang oleh TNB. 1 2 3 4 5 6 7 B10 TNB issued a copy of T&C form in time i.e. on the day or immediately after the T&C day. TNB mengeluarkan borang T&C pada masanya i.e. pada hari atau sejurus selepas hari perlaksanaan T&C. 1 2 3 4 5 6 7 Please proceed to B15 / Sila ke B15 TESTING & COMMISSIONING / PENGUJIAN & PENTAULIAHAN (T&C) – MV B11 TNB handled all relevant T&C process within the required timeline. TNB mengendalikan semua proses berkaitan T&C dalam tempoh masa yang dikehendaki. 1 2 3 4 5 6 7 B12 TNB is helpful in making sure that T&C has been done efficiently. TNB sangat membantu dalam memastikan T&C dibuat dengan efisyen. 1 2 3 4 5 6 7 B13 I am satisfied with the quality of RE meter installed by TNB. Saya berpuas hati dengan kualiti meter TBB yang dipasang oleh TNB. 1 2 3 4 5 6 7 B14 TNB issued the confirmation of meter installation letter in time i.e. on the day or immediately after the T&C day. TNB mengeluarkan surat pengesahan pemasangan meter pada masanya i.e. pada hari atau sejurus selepas hari T&C dijalankan. 1 2 3 4 5 6 7 Please proceed to B15 / Sila ke B15

Page 8 of 13 COMMERCIAL & FINANCING / KOMERSIAL & KEWANGAN B15 TNB always issued the payment advice on a monthly basis. TNB sentiasa mengeluarkan nasihat pembayaran pada setiap bulan. 1 2 3 4 5 6 7 B16 TNB always made the payment within 30 days from the receipt of payment advice. TNB sentiasa membuat pembayaran dalam tempoh 30 hari selepas nasihat pembayaran diterima. 1 2 3 4 5 6 7 B17 Payment made is consistent with the amount of electricity sold to TNB. Pembayaran dibuat adalah konsisten dengan jumlah elektrik yang dijual kepada TNB. 1 2 3 4 5 6 7 B18 Notification of payment has been made appropriately. Pemakluman pembayaran telah dibuat dengan sepatutnya. 1 2 3 4 5 6 7 SECTION C: CUSTOMER SATISFACTION ON FiT DOCUMENTATION / KEPUASAN PELANGGAN TERHADAP DOKUMENTASI FiT General instruction: Please circle your response according to the following scales: Arahan umum: Sila bulatkan respon anda mengikut skala berikut: 1 2 3 4 5 6 7 Strongly disagree Sangat tidak setuju Disagree Tidak setuju Somewhat disagree Agak tidak setuju Neutral Neutral Somewhat agree Agak setuju Agree Setuju Strongly agree Sangat setuju DOCUMENTATION / DOKUMENTASI Note: If you are not involved with PSS / CCC, please answer C5 & C6 only / Sekiranya anda tidak terlibat dengan PSS / CCC, sila jawab pernyataan C5 & C6 sahaja C1 The PSS / CCC application form is easy to understand. Borang permohonan PSS / CCC senang difahami. 1 2 3 4 5 6 7 C2 TNB is very responsive in providing the PSS / CCC application form applied through the RE@tnb.com.my. TNB sangat responsif dalam menyediakan borang permohonan PSS / CCC yang dimohon melalui RE@tnb.com.my. 1 2 3 4 5 6 7

Page 9 of 13 C3 TNB staff is always available to guide me in filling up the PSS / CCC application form. Staf TNB sentiasa ada untuk membimbing saya mengisi borang permohonan PSS / CCC. 1 2 3 4 5 6 7 C4 Number of documents needed to be submitted to TNB for technical feasibility studies is reasonable. Bilangan dokumen yang diperlukan untuk dihantar ke TNB untuk kajian kebolehsanaan teknikal adalah munasbah. 1 2 3 4 5 6 7 C5 Number of documents needed to be submitted to TNB for REPPA is reasonable. Bilangan dokumen yang diperlukan untuk dihantar ke TNB untuk REPPA adalah munasabah. 1 2 3 4 5 6 7 C6 Number of documents needed to be submitted for T&C is reasonable. Bilangan dokumen yang diperlukan untuk T&C adalah munasabah. 1 2 3 4 5 6 7 SECTION D: COMMENT ON OVERALL TNB FiT IMPLEMENTATION SYSTEM / KOMEN TENTANG SISTEM PELAKSANAAN FiT TNB SECARA MENYELURUH For the following questions, please follow the instruction provided. Untuk soalan berikut, sila ikut arahan yang diberikan. D1- Are you satisfied with the overall process of FiT system?(Please tick ‘√’ in the box provided) Adakah anda berpuas hati dengan keseluruhan proses berkaitan sistem FiT? (Sila tandakan ‘√’ dalam petak yang disediakan) Yes / Ya No / Tidak

Page 10 of 13 D2- Which ONE of the following FiT processes need to be improved? (Please tick ‘√’ in the box provided and state your reasons in the space provided) Proses FiT yang mana SATU perlu dipertingkatkan? (Sila tandakan ‘√’ dalam petak yang disediakan dan nyatakan sebab anda di ruangan yang disediakan) Technical feasibility studies / Kajian kebolehsanaan teknikal Reason/Sebab: Signing of REPPA / Menandatangani REPPA Reason/Sebab: Testing & Commissioning / Pengujian & Pentauliahan Reason/Sebab Commercial & Finance / Komersial & Kewangan Reason/Sebab: D3- Do you think days allocated for each process need to be revised? If revised, please specify which process. (Please tick ‘√’ in the box provided) Adakah anda fikir hari yang diperuntukkan untuk setiap proses perlu dikaji semula? Jika dikaji semula, sila nyatakan nama proses. (Sila tandakan ‘√’ dalam petak yang disediakan) Yes, it need to be shorter / Ya, perlu dipendekkan Process / Proses: Yes, it need to be longer / Ya, perlu dipanjangkan Process / Proses: No, I am satisfied with the current days allocated for each process. Tidak, Saya berpuas hati dengan hari yang diperuntukkan untuk setiap proses sekarang D4- TNB is very responsive in providing solution to all queries sent to RE@tnb.com.my (Please tick ‘√’ in the box provided TNB sangat responsif dalam menyediakan penyelesaian kepada semua pertanyaan yang dihantar kepada RE@tnb.com.my (Sila tandakan ‘√’ dalam petak yang disediakan) Yes / Ya No / Tidak

Page 11 of 13 D5- TNB is very responsive in providing solution to all queries made through TNB Careline (Please tick ‘√’ in the box provided TNB sangat responsif dalam menyediakan penyelesaian kepada semua pertanyaan yang dihantar melalui TNB Careline (Sila tandakan ‘√’ dalam petak yang disediakan) Yes / Ya No / Tidak D6- Other than email (through RE@tnb.com.my), what is other preferred method to access all application form related to FiT system? (Please tick ‘√’ in the box provided) Selain daripada email (melalui RE@tnb.com.my), apakah kaedah lain yang boleh digunakan untuk mengakses semua borang yang berkaitan dengan sistem FiT? (Sila tandakan ‘√’ dalam petak yang disediakan) TNB Website / Laman sesawang TNB SEDA Website / Laman sesawang SEDA TNB customers’ service center / Pusat khidmat pelanggan TNB Others (please specify)/ Lain-lain (Sila nyatakan): D7- What is the best channel of communication that TNB should use to communicate with their RE customers? (Please tick ‘√’ in the box provided) Apakah saluran komunikasi yang terbaik dan perlu digunakan oleh TNB untuk berkomunikasi dengan pelanggan TBB? (Sila tandakan ‘√’ dalam petak yang disediakan) Telephone conversation / Perbualan telefon Electronic media (e.g., TNB website, Facebook, e-services and Twitter) / Media elektronik (Cth. laman sesawang TNB, Facebook, e-services dan Twitter) Printed media (e.g., newspapers, magazines, and notices) / Media cetak (Cth. surat khabar, majalah dan notis Others (please specify) / Lain-lain (sila nyatakan):

Page 12 of 13 SECTION E: ENHANCING PUBLIC AWARENESS ON FiT SYSTEM / MENINGKATKAN KESEDARAN AWAM TERHADAP SISTEM FiT For the following questions, please follow the instruction provided for each question. Untuk soalan yang berikut, sila ikut arahan yang disediakan bagi setiap soalan E1- How do you know about this FiT system? (Please tick ‘√’ in the box provided) Bagaimana anda tahu tentang sistem FiT ini? (Sila tandakan ‘√’ dalam petak yang disediakan) TNB Customer Service Centre / Pusat Khidmat Pelanggan TNB Friends or family members / Kawan-kawan dan ahli keluarga Electronic media (e.g., TNB website, Facebook, and Twitter) / Media elektronik (Cth. laman sesawang TNB, Facebook, dan Twitter) Printed media (e.g., newspapers, magazines, and notices) / Media cetak (Cth. surat khabar, majalah, dan notis) Others (please specify) / Lain-lain (sila nyatakan): E2- Do you think TNB has done enough promotion for the FiT system? (Please tick ‘√’ in the box provided) Adakah anda fikir TNB telah membuat promosi yang cukup untuk sistem FiT? (Sila tandakan ‘√’ dalam petak yang disediakan) Yes / Ya No / Tidak

Page 13 of 13 E3- What type of promotion media that TNB should use in promoting the FiT system? (Please tick ‘√’ in the box provided) Apakah jenis media yang perlu digunakan oleh TNB dalam mempromosikan sistem FiT? (Sila tandakan ‘√’ dalam petak yang disediakan) Electronic media (e.g., TNB website, television, Facebook) / Media elektronik (Cth. Laman sesawang, televisyen, Facebook) Printed media (e.g., newspaper, magazines, and notices / Media cetak (Cth. surat khabar, majalah, dan notis) Others (please specify) / Lain-lain (sila nyatakan): E4- Will you promote this FiT system to others? (Please tick ‘√’ in the box provided) Adakah anda akan mempromosi sistem FiT ini kepada orang lain? (Sila tandakan ‘√’ dalam petak yang disediakan) Yes / Ya No / Tidak E5- Should you have any comments/suggestions, please write in the column provided below Sekiranya anda ada sebarang komen/cadangan, sila tulis di ruangan yang disediakan -THANK YOU- -TERIMA KASIH-

Add a comment

Related presentations

Discrete element method modelling (DEM) has proven over many years to be a powerfu...

Segregation Testing to confirm packer isolation and well integrity. Monitor w...

A small presentation of History matching and a case study on it. Also on Gas mater...

Manual 2 pavco cad

Manual 2 pavco cad

November 2, 2014

CONSTRUCION

Tire sua duvidas a respeito da implementação da NR 12 Converse com um especialis...