Illinois Administrative Code
Title 83 - PUBLIC UTILITIES
Part 411 - ELECTRIC RELIABILITY
Subpart D - ELECTRIC SERVICE CUSTOMER SATISFACTION SURVEY
Section 411.330 - Categories of Responses for Survey Questions
Universal Citation: 83 IL Admin Code ยง 411.330
Current through Register Vol. 48, No. 12, March 22, 2024
a) There are three categories of responses for the questions on the customer satisfaction survey:
1)
Rating questions;
2) Yes/no questions;
and
3) Categorical questions.
b) The survey instrument shall indicate whether the question is a rating question, a yes/no question, or a categorical question.
c) The survey respondents shall not be given "N/A" (which shall be taken to mean "No Answer") or "Don't Know" as a response option. However, survey respondent shall be allowed to decline to answer a question by choosing "decline to answer" as a response option. If a customer declines to answer a question, the jurisdictional entities shall report the number of respondents who declined to answer each question.
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