*R12M = 12-month score, which includes survey data from the previous 12 calendar months.
The NYISO is investing in our people, processes and tools to achieve “Best in Class” customer service.
Timely feedback allows us to respond more quickly, identify trends promptly and implement improvements expeditiously. The feedback we receive from our customers is aggregated into a real time, twelve month rolling average index to assure transparency and inform our stakeholders.
The Customer Satisfaction Index is comprised of multiple survey feedback channels (Annual Customer Survey, Customer Inquiry Survey, Ongoing Performance Assessment, and the CEO Strategic Outreach Survey). It is through these survey channels we intend to benchmark ourselves against industry standards to ensure we meet the expectations of our customers. To learn more about the various survey channels visit the links above where a brief description and live survey data is provided.