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.
Satisfaction Score
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Assessment of Performance
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Satisfaction and Assessment of Performance Score
Calculated from a percentage of Satisfaction Score and from a percent of the Assessment of Performance
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 November 2018
Cumulative Sector Response Rate
Results calculated from 12 months of data (December 2017 to November 2018)
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 11/1/2018 to 12/26/2018 and 1/30/2018 to 3/19/2018
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 2018 CEO Strategic Outreach Survey in July/August 2018.
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.