Each year, Avista measures how well we perform in meeting our goal to provide the best customer service possible. In line with that tradition, we’ve established a set of service quality measures in collaboration with the Idaho Public Utilities Commission (IPUC) and others. We provide an annual report card to customers showing how we are doing on meeting our goals. For more information, visit myavista.com/performance.
During its 2023 Program year, Avista is pleased to report the Company has again exceeded all of its Customer Service Measures. For the fourth year in a row, the Company also celebrates a 100% success rate in restoring service within 24 hours of notification from customers after they have reported an electric outage, totaling 9,395 customers in 2023. Finally, Avista successfully met 99.93% of its applicable Customer Service Guarantees in 2023, providing customers a guarantee credit in 25 out of 36,503 cases. The overall success rate of these Guarantees shows Avista’s continued commitment to serving our customers. Avista is committed to pursuing further improvement in each of these areas as we continue our mission of improving our customers’ lives through innovative energy solutions by providing safe, affordable, and reliable service now and into the future. Please see the chart for details.
| Customer Service Measures | Benchmark | 2023 Performance | Achieved |
| Percent of customers satisfied with our Contact Center services, based on survey results | At least 90% | 97% | Yes |
| Percent of customers satisfied with field services, based on survey results | At least 90% | 97% | Yes |
| Percent of calls answered live within 60 seconds by our Contact Center | At least 80% | 83% | Yes |
| Average time from customer call to arrival of field technicians in response to electric system emergencies, per year | No more than 65 minutes | 47 | Yes |
| Average time from customer call to arrival of field technicians in response to natural gas system emergencies, per year | No more than 55 minutes | 46 | Yes |
| Electric System Reliability | 5-Year Average (2019-2023) | 2023 Result | Change in 5-Year Average |
| Frequency of non-major-storm power interruptions, per year, per customer (SAIFI) | 0.96 | 0.79 | -0.004 |
| Length of power outages, per year, per customer (SAIDI) | 138 minutes | 113 minutes | -2.6 minutes |
| Customer Service Guarantees | Successful | Missed | $ Paid |
| Electric & Natural Gas service appointments | 1,501 | 1 | $50 |
| Electric outage restoration within 24 hours of notification from customer, excluding major events | 9,395 | 0 | $0 |
| Switch on power or connect gas services the same day of request | 3,507 | 2 | $100 |
| Provide cost estimate for new electric or natural gas supply within 10 business days | 1,384 | 0 | $0 |
| Investigate and respond to billing inquiries within 10 business days | 448 | 0 | $0 |
| Investigate customer-reported problems with a meter, or conduct a meter test, and report results within 20 business days | 252 | 1 | $50 |
| Provide notification at least 24 hours in advance of disconnecting service for scheduled electric interruptions | 19,992 | 21 | $1,050 |
| Total | 36,478 | 25 | $1,250 |