Customer Satisfaction and Assessment of Performance

The Core Values of the NYISO establish the foundation from which its responsibilities and accountabilities are delivered. In keeping with its Customer Focus core value, the NYISO has embarked on a company-wide effort to improve its overall customer service. The NYISO is investing in our people, processes, and tools to achieve "Best in Class" customer service. Building upon the previously implemented "Customer Satisfaction Index," the 2016 enhanced "Customer Satisfaction and Assessment of Performance" program independently measures two important aspects to the NYISO: customer satisfaction and realizing our mission through our performance.

The NYISO issues three survey platforms: a Customer Inquiry Survey, a Market Participant Survey and a CEO Strategic Outreach Survey. The Customer Inquiry Survey is offered at the conclusion of every customer inquiry and factors into the satisfaction calculation; the bi-annual Market Participant Survey provides measurements of satisfaction and performance, and the annual CEO Strategic Outreach Survey factors into the performance assessment. Click on the icons below for additional information on each survey platform.

Scores are calculated monthly from the data received from the three survey platforms.


Customer Inquiry Survey

The NYISO’s Stakeholder Services department receives approximately 8,000 – 10,000 customer inquiry tickets annually. At the close of each ticket, the customer is offered an opportunity to provide immediate feedback on the level of service received based on timeliness and accuracy. Results from the Customer Inquiry Survey factor in to the satisfaction component of the Customer Satisfaction and Assessment of Performance program.

Customer Inquiry Satisfaction Scores by Sector September 2017

Cumulative Sector Response Rate

Results calculated from 12 months of data (October 2016 to September 2017); Response rates presented are calculated from surveys collected since Jan. 2017.


Market Participant Survey

The Market Participant Survey is administered by an independent vendor and is designed to obtain feedback from all NYISO stakeholders. The registered contact for each organization are given the opportunity to take the survey online or by phone. The survey is offered twice a year and allows Market Participants the opportunity to provide feedback regarding customer satisfaction and the performance of the NYISO. Results from the Market Participant Survey are factored into the satisfaction and performance components of the Customer Satisfaction and Assessment of Performance program.

Market Participant Survey Satisfaction Score by Sector

Market Participant Survey Performance Score by Sector

Sector Response Rate

Results are from the Market Participant Survey fielded from 8/23/2017 to 9/30/2017


CEO Strategic Outreach Survey

The CEO Strategic Outreach survey is administered by an independent vendor and is designed to capture feedback from our customers’ senior executives. This survey is focused on attaining executive feedback on NYISO's performance, as related to its mission and core responsibilities of grid reliability, administration of New York’s wholesale power markets, planning, advancement of technological improvements to the bulk electric system, and providing factual information to policy makers, stakeholders and investors in the power system. Results from the CEO Strategic Outreach Survey factor in to the performance component of the Customer Satisfaction and Assessment of Performance program.

CEO Assessment of Performance by Sector

Sector Response Rate

Results are from the 2017 CEO Strategic Outreach Survey in June 2017.


Customer Satisfaction Index Archives

To see the Customer Satisfaction Index Results from previous years, please click the link below. You will be redirected to the archived webpage.


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