Study on Consumer Satisfaction of Electricity Supply and Efficient Use of Energy

1. Study on Consumer Satisfaction of Electricity Supply and Efficient Use of Energy PUCSL

2. Objectives of the Survey • To obtain answers to: • Whether the consumers are satisfied with the present quality of electricity supply and electricity supply services • In which aspects the consumers expect to see improvements • To ascertain whether the consumers are fully convinced that electricity could be used more efficiently, • if not: • identify; the information gaps to be filled by the Commission. Particularly, whether there are technology access issues that could be narrowed down through awareness programs. • If yes; • assess how much effort consumers make to improve the energy efficiency and identify the information gaps that could be addressed through awareness programs.

3. Process • Two sets of questionnaires; 1- domestic sector 2- Rest • Face to face data collection, at home, with interviews lasting an average of 30 minutes • Total of 2500 interviews • The individual rating of each consumer satisfaction item is based on a 1 to 5 scale, which allows consumers to carry out an evaluation.

4. Sample Survey covered following categories

5. for comparison of administrative aspects and for bench marking and recognising best practices

8. for understanding energy needs under different climatic conditions (e.g. space heating and cooling) • for recognizing whether there are differences in quality of the energy services provided

9. Sample

10. Survey Findings

11. Electricity Consumer Satisfaction among domestic sector consumer categories in Sri Lanka % consumers Level of Satisfaction