A Strategy Designed to Improve Power Quality Based on the Basis of the Customer Satisfaction Index

This paper analyzes a study carried out in late 2004 to determine a quantitative ratio between the residential customer satisfaction index (ISC) in a certain area and the claim response time (TAR) handled by the operating units of EDC´s distribution area. In the study, the geographic information team was able to locate the customers included in the survey in the Caracas Metropolitan Area grid by means of the geographical information system (GIS). In addition, the paper analyzes the data from the distribution operation system (DOS), whose results were used to establish the operating goals in 2005. This study helps us to assess the power quality under the new Electrical Law in Venezuela and to direct effective maintenance plans & resources toward the areas with the greatest amount of claims, longest claim response time and lowest customer satisfaction rates