Customer Satisfaction with Public Services: An Analysis of the Impacts of Public Policies in the Brazilian Electricity Sector

Patricia Verdolin-Benedito, Pedro Carlos Oprime, Juliano Endrigo Sordan

Abstract: Customer focus is one of the most disseminated management mindsets demanded by the ISO9001 standard, thus the assessment of customer satisfaction is one of its mandatory requirements. The perceptions of consumer satisfaction within the electricity sector has been collected and disclosed by the IASC ? ANEEL Consumer Satisfaction Index since 2000. This article aims to analyze the main regulatory frameworks and their impacts on customer satisfaction in the Brazilian electricity sector over the twenty years of IASC data analysis and calculation. As a methodological procedure, IASC data were submitted and assessed in statistical tests to evaluate the behavior of consumer perception, regarding satisfaction with the service provided. The results of the study suggest that the enactment of public policies positively affects the perception of customers. This article is a contribution to promoting the institutionalization of performance analysis measures regarding the perception of consumer satisfaction in policies and guidelines for public service control bodies.

Keywords: Customer satisfaction; ISO9001; Energy distribution; Electricity; Regulation; Quality of service