CUSTOMER SATISFACTION SURVEY ON TNB SERVICES IN THE IMPLEMENTATION OF FEED-IN TARIFF (FiT) SYSTEM

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Dear Sir/Madam,

Download the survey form here http://solarmalaysiafit.blogspot.com/2014/05/customer-satisfaction-survey-on-tnb.html

Universiti Tenaga Nasional (UNITEN) has been appointed by Tenaga Nasional Berhad (TNB) to measure customers’

satisfaction towards TNB services in the implementation of Feed-in-Tariff (FiT) System.

Therefore, we are conducting a survey with the aim of getting feedback from all parties involved in the implementation

of FiT system i.e. the RE provider (FiAH), Consultants, and Service Providers.

We strongly believe your input will help TNB provides better service to their customers.

Attached is the softcopy of our survey questions. If you are familiar with the whole FiT system, kindly answer all

sections.

However, if you are less familiar with the system, kindly answer Section A, Section B15-B18 and Section E ONLY.

To make it easier for you to answer the survey, we are using the word file. If you choose to answer

the question through email, below are the instructions:

i- Please type ‘X’ if the questions require you to choose one of the given options. ii- For Likert-scale questions, please highlight the scale that you want to choose. iii- If there is a need for you to type your reason/comments, please use the space provided. iv- Once you have completed the survey, please save the file and email it to [email protected]

Thank you again for your great support. If you have any query, do send an email to me.

Best regards.

Dr. Norhayati Mat Husin

Project Leader

College of Business Management & Accounting

UNITEN

http://solarmalaysiafit.blogspot.com/2014/05/customer-satisfaction-survey-on-tnb.html

mailto:[email protected]

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CUSTOMER SATISFACTION SURVEY ON TNB SERVICES IN THE IMPLEMENTATION OF FEED-

IN TARIFF (FiT) SYSTEM

KAJIAN KEPUASAN PELANGGAN KE ATAS PERKHIDMATAN TNB DALAM PELAKSANAAN

SISTEM TARIF GALAKAN (FiT)

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CUSTOMER SATISFACTION SURVEY ON TNB SERVICES IN THE IMPLEMENTATION

OF FEED-IN TARIFF (FiT) SYSTEM

Dear respective respondent,

We are pleased to invite you to participate in the survey of Tenaga Nasional Berhad (TNB) under

the supervision of Universiti Tenaga Nasional (UNITEN).

The purpose of this study is to get your feedback on TNB services in the implementation of FiT

system. The feedback will be used by TNB management to improve their services in enhancing

public investment in Renewable Energy (RE). If you have any queries, please email to

[email protected].

Thank you very much for your time and cooperation.

KAJIAN KEPUASAN PELANGGAN KE ATAS PERKHIDMATAN TNB DALAM

PELAKSANAAN SISTEM TARIF GALAKAN (FiT)

Tuan/Puan yang dihormati,

Kami sangat berbesar hati menjemput anda untuk mengambil bahagian dalam kajian Tenaga

Nasional Berhad (TNB) di bawah penyeliaan Universiti Tenaga Nasional (UNITEN).

Tujuan kajian ini adalah untuk mendapatkan pandangan anda mengenai perkhidmatan yang

disediakan oleh TNB dalam pelaksanaan system FiT. Maklum balas anda akan membantu

pengurusan TNB untuk memperbaiki perkhidmatan yang disediakan bagi menggalakkan lagi

pelaburan awam dalam Tenaga Boleh Baharu (TBB). Jika anda mempunyai sebarang pertanyaan,

sila emel kepada [email protected].

Terima kasih atas masa dan kerjasama anda.

Dr. Norhayati Mat Husin,

Prof Madya Dr. Salina Daud

Dr. Bakhtiar Alrazi

Norlaila Mazura Hj. Mohaiyadin

College of Business Management and Accounting

Universiti Tenaga Nasional

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SECTION A: DEMOGRAPHIC PROFILE / PROFIL DEMOGRAFI

General instruction: Please tick ‘ √ ’ in the box provided

Arahan umum: Sila tandakan ‘ √ ’ dalam petak yang disediakan

A1- Salutation / Panggilan hormat:

Tun / Toh Puan Tan Sri / Puan Sri

Dato’ Sri / Datuk Seri/ Datin Sri/ Datin Seri Dato’/ Datuk/ Datin

Professor / Profesor Associate Professor / Profesor Madya

Dr. / Dr. Mr./Mrs. / Encik / Puan

Miss/ Cik Others – Please specify / Lain-lain – Sila nyatakan:

………………………………………………………

A2- Types of respondents / Jenis responden:

Consultant / Perunding Service provider - Solar Photovoltaic / Penyedia

perkhidmatan- Solar Fotovolta

Feed-in Approval Holder (FiAH)/

Pemegang Kelulusan Tarif Galakan (FiAH)

A3- Types of FiAH / Jenis FiAH:

Residential < 12kw/ Perumahan < 12kW

Commercial low voltage i.e. <425kW / Komersial bervoltan rendah <425kW

Large commercial medium voltage > 425kW / Komersial besar bervoltan sederhana >425kW

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A4- Employment background / Latar belakang pekerjaan:

Self-employed / Bekerja sendiri

Please specify type of industry / Sila nyatakan jenis industri:

Private / Persendirian

Please specify type of industry / Sila nyatakan jenis industri:

Government / Kerajaan

Others – Please specify / Lain-lain – Sila nyatakan:

A5- Types of Renewable Energy (RE) sources / Jenis sumber Tenaga Boleh Baharu (TBB):

Biogas

Small Hydro / Mini Hidro

Biomass / Biojisim

Solar Photovoltaic / Solar Fotovolta

A6-

Category of RE installation / Kategori Pemasangan TBB:

Power Systems Study (PSS) - RE installation >180 kW

Kajian Sistem Kuasa (PSS) - Pemasangan TBB >180 kW

Connection Confirmation Check (CCC) - RE installation > 72 kW and up to 180 kW

Pemeriksaan Pengesahan Sambungan (CCC) - Pemasangan TBB > 72 kW dan sehingga 180 kW

72 kW and less

72 kW dan kurang

Note: For RE installation that does not involved PSS or CCC, please proceed to statement B5

Nota: Untuk pemasangan TBB yang tidak melibatkan PSS atau CCC, sila ke pernyataan B5

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SECTION B: CUSTOMERS SATISFACTION TOWARDS THE FiT PROCESS / KEPUASAN

PELANGGAN TERHADAP PROSES FiT

General instruction: Please circle your response according to the following scales:

Arahan umum: Silat bulatkan respon anda mengikut skala berikut:

1 2 3 4 5 6 7

Strongly

disagree

Sangat

tidak setuju

Disagree

Tidak setuju

Somewhat

disagree

Agak tidak

setuju

Neutral

Neutral

Somewhat

agree

Agak setuju

Agree

Setuju

Strongly

agree

Sangat

setuju

TECHNICAL / TEKNIKAL

B1 TNB has conducted the PSS and CCC within the required timeline.

TNB menjalankan PSS dan CCC dalam tempoh masa yang dikehendaki.

1 2 3 4 5 6 7

B2 TNB always produce a complete report of PSS / CCC.

TNB sentiasa mengeluarkan laporan PSS / CCC yang lengkap.

1 2 3 4 5 6 7

B3 TNB always produce the PSS / CCC report before the technical feasibility

studies timeline ends.

TNB sentiasa mengeluarkan laporan PSS / CCC sebelum tempoh masa kajian

kebolehsanaan teknikal tamat.

1 2 3 4 5 6 7

B4 I’m satisfied with the content of PSS / CCC report produced by TNB

Saya berpuas hati dengan isi kandungan laporan PSS / CCC yang dikeluarkan

oleh TNB.

1 2 3 4 5 6 7

COMMERCIAL / KOMERSIAL - The Renewable Energy Power Purchase Agreement / Perjanjian

Pembelian Kuasa TBB (REPPA)

B5 TNB staff is always helpful in guiding the REPPA submission process.

Pekerja TNB sentiasa membantu dalam memberikan panduan untuk proses

penghantaran REPPA.

1 2 3 4 5 6 7

B6 From the date of receipt of written notice and complete submission of all

documents from FiAH, REPPA is signed within the required timeline.

Bermula daripada tarikh penerimaan notis bertulis dan penghantaran semua

dokumen yang lengkap daripada FiAH, REPPA ditandatangani dalam tempoh

masa yang dikehendaki.

1 2 3 4 5 6 7

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Note: FiAH with Low Voltage (LV), please proceed to statements B7- B10. FiAH with Medium Voltage

(MV), please proceed to statements B11 – B14

Nota: Untuk FiAH Voltan Rendah (LV) sila ke kenyataan B7- B10. Untuk FiAH Voltan Sederhana (MV), sila ke

pernyataan B11 – B14

TESTING & COMMISSIONING / PENGUJIAN & PENTAULIAHAN (T&C) - LV

B7 TNB has an efficient RE meter/Low Voltage Current Transformer

(LVCT) procurement process.

TNB mempunyai proses perolehan meter TBB / transformer semasa bervoltan

rendah (LVCT) yang efisyen.

1 2 3 4 5 6 7

B8 The RE meter/LVCT installation process has been done on the day as

notified by TNB.

Proses pemasangan meter TBB / LVCT dibuat mengikut tarikh yang

dimaklumkan oleh TNB.

1 2 3 4 5 6 7

B9 I am satisfied with the quality of RE meter / LVCT installed by TNB.

Saya berpuas hati dengan kualiti meter TBB / LVCT yang dipasang oleh TNB.

1 2 3 4 5 6 7

B10 TNB issued a copy of T&C form in time i.e. on the day or immediately

after the T&C day.

TNB mengeluarkan borang T&C pada masanya i.e. pada hari atau sejurus

selepas hari perlaksanaan T&C.

1 2 3 4 5 6 7

Please proceed to B15 / Sila ke B15

TESTING & COMMISSIONING / PENGUJIAN & PENTAULIAHAN (T&C) – MV

B11 TNB handled all relevant T&C process within the required timeline.

TNB mengendalikan semua proses berkaitan T&C dalam tempoh masa yang

dikehendaki.

1 2 3 4 5 6 7

B12 TNB is helpful in making sure that T&C has been done efficiently.

TNB sangat membantu dalam memastikan T&C dibuat dengan efisyen.

1 2 3 4 5 6 7

B13 I am satisfied with the quality of RE meter installed by TNB.

Saya berpuas hati dengan kualiti meter TBB yang dipasang oleh TNB.

1 2 3 4 5 6 7

B14 TNB issued the confirmation of meter installation letter in time i.e. on

the day or immediately after the T&C day.

TNB mengeluarkan surat pengesahan pemasangan meter pada masanya i.e.

pada hari atau sejurus selepas hari T&C dijalankan.

1 2 3 4 5 6 7

Please proceed to B15 / Sila ke B15

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COMMERCIAL & FINANCING / KOMERSIAL & KEWANGAN

B15 TNB always issued the payment advice on a monthly basis.

TNB sentiasa mengeluarkan nasihat pembayaran pada setiap bulan.

1 2 3 4 5 6 7

B16 TNB always made the payment within 30 days from the receipt of

payment advice.

TNB sentiasa membuat pembayaran dalam tempoh 30 hari selepas nasihat

pembayaran diterima.

1 2 3 4 5 6 7

B17 Payment made is consistent with the amount of electricity sold to TNB.

Pembayaran dibuat adalah konsisten dengan jumlah elektrik yang dijual kepada

TNB.

1 2 3 4 5 6 7

B18 Notification of payment has been made appropriately.

Pemakluman pembayaran telah dibuat dengan sepatutnya.

1 2 3 4 5 6 7

SECTION C: CUSTOMER SATISFACTION ON FiT DOCUMENTATION / KEPUASAN PELANGGAN

TERHADAP DOKUMENTASI FiT

General instruction: Please circle your response according to the following scales:

Arahan umum: Sila bulatkan respon anda mengikut skala berikut:

1 2 3 4 5 6 7

Strongly

disagree

Sangat tidak

setuju

Disagree

Tidak setuju

Somewhat

disagree

Agak tidak

setuju

Neutral

Neutral

Somewhat

agree

Agak setuju

Agree

Setuju

Strongly

agree

Sangat

setuju

DOCUMENTATION / DOKUMENTASI

Note: If you are not involved with PSS / CCC, please answer C5 & C6 only / Sekiranya anda tidak

terlibat dengan PSS / CCC, sila jawab pernyataan C5 & C6 sahaja

C1 The PSS / CCC application form is easy to understand.

Borang permohonan PSS / CCC senang difahami.

1 2 3 4 5 6 7

C2 TNB is very responsive in providing the PSS / CCC application form

applied through the [email protected].

TNB sangat responsif dalam menyediakan borang permohonan PSS / CCC yang

dimohon melalui [email protected].

1 2 3 4 5 6 7



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C3 TNB staff is always available to guide me in filling up the PSS / CCC

application form.

Staf TNB sentiasa ada untuk membimbing saya mengisi borang permohonan

PSS / CCC.

1 2 3 4 5 6 7

C4 Number of documents needed to be submitted to TNB for technical

feasibility studies is reasonable.

Bilangan dokumen yang diperlukan untuk dihantar ke TNB untuk kajian

kebolehsanaan teknikal adalah munasbah.

1 2 3 4 5 6 7

C5 Number of documents needed to be submitted to TNB for REPPA is

reasonable.

Bilangan dokumen yang diperlukan untuk dihantar ke TNB untuk REPPA

adalah munasabah.

1 2 3 4 5 6 7

C6 Number of documents needed to be submitted for T&C is reasonable.

Bilangan dokumen yang diperlukan untuk T&C adalah munasabah.

1 2 3 4 5 6 7

SECTION D: COMMENT ON OVERALL TNB FiT IMPLEMENTATION SYSTEM / KOMEN TENTANG

SISTEM PELAKSANAAN FiT TNB SECARA MENYELURUH

For the following questions, please follow the instruction provided.

Untuk soalan berikut, sila ikut arahan yang diberikan.

D1- Are you satisfied with the overall process of FiT system?(Please tick ‘√’ in the box provided)

Adakah anda berpuas hati dengan keseluruhan proses berkaitan sistem FiT? (Sila tandakan ‘√’ dalam petak

yang disediakan)

Yes / Ya

No / Tidak

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D2- Which ONE of the following FiT processes need to be improved? (Please tick ‘√’ in the box

provided and state your reasons in the space provided)

Proses FiT yang mana SATU perlu dipertingkatkan? (Sila tandakan ‘√’ dalam petak yang disediakan dan

nyatakan sebab anda di ruangan yang disediakan)

Technical feasibility studies / Kajian kebolehsanaan teknikal

Reason/Sebab:

Signing of REPPA / Menandatangani REPPA

Reason/Sebab:

Testing & Commissioning / Pengujian & Pentauliahan

Reason/Sebab

Commercial & Finance / Komersial & Kewangan

Reason/Sebab:

D3- Do you think days allocated for each process need to be revised? If revised, please specify

which process. (Please tick ‘√’ in the box provided)

Adakah anda fikir hari yang diperuntukkan untuk setiap proses perlu dikaji semula? Jika dikaji semula, sila

nyatakan nama proses. (Sila tandakan ‘√’ dalam petak yang disediakan)

Yes, it need to be shorter / Ya, perlu dipendekkan

Process / Proses:

Yes, it need to be longer / Ya, perlu dipanjangkan

Process / Proses:

No, I am satisfied with the current days allocated for each process.

Tidak, Saya berpuas hati dengan hari yang diperuntukkan untuk setiap proses sekarang

D4- TNB is very responsive in providing solution to all queries sent to [email protected] (Please tick

‘√’ in the box provided

TNB sangat responsif dalam menyediakan penyelesaian kepada semua pertanyaan yang dihantar kepada

[email protected] (Sila tandakan ‘√’ dalam petak yang disediakan)

Yes / Ya

No / Tidak



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D5- TNB is very responsive in providing solution to all queries made through TNB Careline

(Please tick ‘√’ in the box provided

TNB sangat responsif dalam menyediakan penyelesaian kepada semua pertanyaan yang dihantar melalui

TNB Careline (Sila tandakan ‘√’ dalam petak yang disediakan)

Yes / Ya

No / Tidak

D6- Other than email (through [email protected]), what is other preferred method to access all

application form related to FiT system? (Please tick ‘√’ in the box provided)

Selain daripada email (melalui [email protected]), apakah kaedah lain yang boleh digunakan untuk

mengakses semua borang yang berkaitan dengan sistem FiT? (Sila tandakan ‘√’ dalam petak yang

disediakan)

TNB Website / Laman sesawang TNB

SEDA Website / Laman sesawang SEDA

TNB customers’ service center / Pusat khidmat pelanggan TNB

Others (please specify)/ Lain-lain (Sila nyatakan):

D7- What is the best channel of communication that TNB should use to communicate with their

RE customers? (Please tick ‘√’ in the box provided)

Apakah saluran komunikasi yang terbaik dan perlu digunakan oleh TNB untuk berkomunikasi dengan

pelanggan TBB? (Sila tandakan ‘√’ dalam petak yang disediakan)

Telephone conversation / Perbualan telefon

Electronic media (e.g., TNB website, Facebook, e-services and Twitter) / Media elektronik (Cth.

laman sesawang TNB, Facebook, e-services dan Twitter)

Printed media (e.g., newspapers, magazines, and notices) / Media cetak (Cth. surat khabar, majalah

dan notis

Others (please specify) / Lain-lain (sila nyatakan):



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SECTION E: ENHANCING PUBLIC AWARENESS ON FiT SYSTEM / MENINGKATKAN KESEDARAN

AWAM TERHADAP SISTEM FiT

For the following questions, please follow the instruction provided for each question.

Untuk soalan yang berikut, sila ikut arahan yang disediakan bagi setiap soalan

E1- How do you know about this FiT system? (Please tick ‘√’ in the box provided)

Bagaimana anda tahu tentang sistem FiT ini? (Sila tandakan ‘√’ dalam petak yang disediakan)

TNB Customer Service Centre / Pusat Khidmat Pelanggan TNB

Friends or family members / Kawan-kawan dan ahli keluarga

Electronic media (e.g., TNB website, Facebook, and Twitter) / Media elektronik (Cth. laman

sesawang TNB, Facebook, dan Twitter)

Printed media (e.g., newspapers, magazines, and notices) / Media cetak (Cth. surat khabar, majalah,

dan notis)


E2- Do you think TNB has done enough promotion for the FiT system? (Please tick ‘√’ in the box

provided)

Adakah anda fikir TNB telah membuat promosi yang cukup untuk sistem FiT? (Sila tandakan ‘√’ dalam

petak yang disediakan)

Yes / Ya

No / Tidak

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E3- What type of promotion media that TNB should use in promoting the FiT system? (Please tick

‘√’ in the box provided)

Apakah jenis media yang perlu digunakan oleh TNB dalam mempromosikan sistem FiT? (Sila tandakan ‘√’

dalam petak yang disediakan)

Electronic media (e.g., TNB website, television, Facebook) / Media elektronik (Cth. Laman sesawang,

televisyen, Facebook)

Printed media (e.g., newspaper, magazines, and notices / Media cetak (Cth. surat khabar, majalah,

dan notis)


E4- Will you promote this FiT system to others? (Please tick ‘√’ in the box provided)

Adakah anda akan mempromosi sistem FiT ini kepada orang lain? (Sila tandakan ‘√’ dalam petak yang

disediakan)

Yes / Ya

No / Tidak

E5- Should you have any comments/suggestions, please write in the column provided below

Sekiranya anda ada sebarang komen/cadangan, sila tulis di ruangan yang disediakan

-THANK YOU-

-TERIMA KASIH-

CUSTOMER SATISFACTION SURVEY ON TNB SERVICES IN THE IMPLEMENTATION OF FEED-IN TARIFF (FiT) SYSTEM

Engineering

Transcript of CUSTOMER SATISFACTION SURVEY ON TNB SERVICES IN THE IMPLEMENTATION OF FEED-IN TARIFF (FiT) SYSTEM