Last Updated: January 5, 2026
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.
Click for Click for The NYISO’s Stakeholder Services department receives approximately 12,000 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.
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.
Results are from the Market Participant Survey fielded from 5/19/2025 to 7/7/2025 and 110/14/2025 to 12/1/2025 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.
Results are from the 2025 CEO Strategic Outreach Survey in July - September 2025.
To see the Customer Satisfaction Index Results from previous years, please click the link below. You will be redirected to the archived webpage.
Satisfaction Score
more data
Assessment of Performance
more data
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
Customer Inquiry Satisfaction Scores by Sector December 2025
Cumulative Sector Response Rate
Market Participant Survey
Market Participant Survey Satisfaction Score by Sector
Market Participant Survey Performance Score by Sector
Sector Response Rate
CEO Strategic Outreach Survey
CEO Assessment of Performance by Sector
Sector Response Rate
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Customer Satisfaction Index Archives
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