Key Performance Metrics

Customer Service

Customer Service constitutes the primary interaction and connection medium between customers and the Hawaiian Electric Companies. It is a critical role that must evolve to meet the ongoing needs of our customers. Hawaiian Electric, Maui Electric, and Hawaii Electric Light are striving to improve customer satisfaction and address customer expectations by focusing on increasing service accessibility and improving customer service quality through investment in employees, new technologies, and new processes. We continue to make investments in the customer service infrastructure that will help improve the customer service experience at all points of interaction with our customers.


Customer Transaction Survey Results

The Customer Transaction Satisfaction Survey measures satisfaction among customers who have called the Company to request a change in service, report trouble (e.g., power outages), or inquire about their bill. The results of this survey are used by the Customer Service Department to monitor the quality of service provided and to identify areas where that service can be improved. The overall satisfaction score is based on a 0 to 100 point scale, and measures customers’ satisfaction with the way the request was handled in total, that is from the time the customer contacted the Company until the service was completed.

To conduct the survey, up to 300 customers who called to request a change in service, 100 who reported trouble, and 100 who inquired about their bill are randomly selected to participate in the survey. Customers who contacted the Company are surveyed soon after their calls, typically within two weeks, four weeks, and six weeks, for change in service, trouble calls, and billing inquiries, respectively. These customers are all asked the same set of questions and are asked to rate the service they received on a scale of 1 to 5. These scores are then converted to a 0 to 100 point scale. Scores are reported annually, by the type of call. Annual scores reflect larger sample sizes that are not subject to quarterly volatility, as the quarterly sample sizes for billing inquiries in particular are often too small to draw meaningful conclusions.

The Customer Transaction Satisfaction Survey was suspended in the second half of 2012 due to the unavailability of data as the Companies transitioned to the new Customer Information System (CIS). The survey resumed in the first quarter of 2013.

Hawaiian Electric Company

Customer Transaction Survey Results

Maui Electric Company

Customer Transaction Survey Results

*2013 and 2015 Billing Inquiry results are not available due to a sample size smaller than 30.

Hawaii Electric Light Company

Customer Transaction Survey Results

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Please click here to view the Transaction Satisfaction Survey questions (in PDF format).


“Service Level” (Percentage of Customer Calls Answered Within Thirty Seconds)

The Call Center “Service Level” is an industry measure of customer service performance and call distribution. It is defined as the percentage of calls answered within 30 seconds.

In May 2012, the Companies implemented a new Customer Information System (“CIS”) which replaced the previous 20-year-old billing system. With the implementation of a new billing format and changes in operational procedures associated with the new CIS, call volumes temporarily increased substantially. As a result, Service Levels declined significantly.

To help assist with calls, the Companies employed a third party vendor operating out of a remote call center and also hired temporary personnel to assist in answering calls. Since that time, Service Levels have improved and stabilized. The services of the third party vendor for Maui Electric and Hawaii Electric Light terminated in April 2013 and August 2012, respectively. Hawaiian Electric utilizes third party services to help manage variation in call volume and includes that data in its service level results from the fourth quarter of 2012.

Acclimation to the new CIS, additional staffing and training, improved efficiencies and the phased-in deployment of a new Interactive Voice Response system has helped improve Service Levels.

Hawaiian Electric Companies

Service Level

Please click the button below for historical and annual data (in Excel format).

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Customer Complaints

This metric reports the number of (1) informal customer complaints, (2) formal customer complaints, and (3) escalated executive complaints, received by the Companies over a given period of time. By tracking customer complaints, the Companies can resolve issues for individual customers through corrective/preventative actions, where appropriate. In addition, the Companies are able to analyze trends which help prioritize customer service investment and improvement opportunities.

See below for Customer Complaints categorized by type, by source and by Company.

Hawaiian Electric Companies

Customer Complaints
Customer Complaints

Hawaiian Electric Company

Customer Complaints
Customer Complaints

Maui Electric Company

Customer Complaints
Customer Complaints

Hawaii Electric Light Company

Customer Complaints
Customer Complaints

Please click the button below for data (in Excel format) and to view a Customer Complaints Rate expressed as a rate per 10,000 customers.

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Billing Accuracy

Billing Accuracy measures the average percentage of bills that do not need to be rebilled or reprinted. The Companies calculate Billing Accuracy by dividing the number of printed bills excluding rebilled and reprinted bills by the total number of printed bills produced which includes rebilled and reprinted bills, during a given time period.

Examples of situations requiring rebilling or reprinting of a bill include: correcting an inaccurate meter reading, adjusting an estimated bill after receipt of an actual meter reading, revising a bill for a meter that has stopped working, or when a customer requests termination of service at a date prior to the last billing date.

Hawaiian Electric Companies

Billing Accuracy

Hawaiian Electric Company

Billing Accuracy

Maui Electric Company

Billing Accuracy

Hawaii Electric Light Company

Billing Accuracy

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Percentage of Meters Read

Percentage of Meters Read measures the percentage of bills produced that use actual meter reads as opposed to estimated reads, during a given time period. The total number of bills includes bills that are reprinted or rebilled. The difference between the total number of bills produced and the number of bills produced from estimated meter reads is the number of bills produced from actual meter reads during a given time period. A bill may be estimated when the Company is not able to access the meter.

Hawaiian Electric Companies

Percentage of Meters Read

Hawaiian Electric Company

Percentage of Meters Read

Maui Electric Company

Percentage of Meters Read

Hawaii Electric Light Company

Percentage of Meters Read

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Orders and Appointments

The Hawaiian Electric Companies measure the interval for start service orders, stop service orders, and meter re-read orders. For start and stop service orders, the interval is defined as the average number of days between the date a customer requests electricity service to start or stop (“commitment date”) and the actual date the Companies’ field personnel start or stop (“service fulfillment date”) service to the customer. Lower order interval values are better than higher values.

For start service intervals, the metric measures start service requests for locations that already have electrical service facilities (meter, service line, meter socket) and just require the dispatch of company field personnel to turn on the meter and take a reading. For stop service intervals, the metric measures “stop” service requests that involve Company field personnel performing a final meter read and in some cases turning off the meter.

For meter re-reading orders, the Companies measure the interval from the time a customer submits a reread request (request date) to the actual date the Companies’ field personnel re-reads the meter (fulfillment date).1

The Hawaiian Electric Companies measure the Percentage of Appointments Met as the percentage of requests for start, stop, and meter re-read services as defined above that have commitment dates that match the service fulfillment date. Although this metric is called an “appointment”, the customer does not need to be present for the Company to complete its work.

1 Hawaiian Electric tracks the request date as the date of customer contact (i.e., when the customer first calls to submit a reread request). Included in Hawaiian Electric's interval between request and fulfillment date is the amount of time it took to submit the work order to field personnel after customer contact. For Maui Electric and Hawaii Electric Light, the request date is either the next business day after customer contact, or the specific day that the customer has requested to have their meter reread. The interval between obtaining the meter reread and contacting the customer back is not included in this interval.

Hawaiian Electric Companies

Orders and Appointments
Orders and Appointments

Hawaiian Electric Company

Orders and Appointments
Orders and Appointments

Maui Electric Company

Orders and Appointments
Orders and Appointments

Hawaii Electric Light Company

Orders and Appointments
Orders and Appointments

Please click the button below for data (in Excel format).

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