NJNG's performance measures have evolved over the years based upon the ultimate standard, "How are we helping customers?" We use these measures as milestones in our progress so that we can continually improve and meet the needs of our customers.
A statewide initiative is currently underway to determine how well utilities perform across New Jersey. In support of these efforts by the New Jersey Board of Public Utilities (BPU), we offer our latest results.
| Telephone Access/ Customer Service |
2005 | 2006 | 2007 As of 12/31/07 |
|---|---|---|---|
| Average speed of answer (seconds) |
94.8 | 102.2 | 85.2 |
| Average time to reach a Customer Service Representative (CSR)(seconds) |
98.5 | 107.4 | 79.0 |
| Percentage of calls handled by a CSR | 96.2% | 95.0% | 90.3% |
| Number of BPU inquiries per 1,000 customers |
0.9 | 0.1 | 0.6 |
| Percentage of BPU inquiries by type:
|
35.2% 57.9% 4.4% 2.5% |
33.3% 63.9% 0.0% 2.8% |
33.3% 61.1% 5.6% 0.0% |
| Percentage of service calls completed | 97.0% | 99.2% | 99.0% |
| Number of service calls scheduled | 64,270 | 71,933 | 66,883 |
| Reliability and Safety | 2005 | 2006 | 2007 As of 12/31/07 |
|---|---|---|---|
| Occupational Safety and Health Administration (OSHA) incidence rate | 5.7 | 5.1 | 6.7 |
| Markout and excavation success rate | 99.5% | 99.5% | 99.5% |
| Percentage of Odor, Leak, Emergency (OLE) calls responded to within 60 minutes | 98.9% | 99.1% | 99.1% |
| Repaired/cleared leaks per mile of mains and services | 0.2 | 0.2 | 0.2 |
| BPU reportable service interruptions | 1 | 0 | 0 |
| Pricing and Financial Strength | 2005 | 2006 | 2007 As of 12/31/07 |
|---|---|---|---|
| Annual energy cost for average residential heating customer* | $1,323.07 | $1,562.67 | $1,407.26 |
| Financial strength of NJNG** | 85.0 | 85.0 | 85.0 |
* The increase in annual energy cost is directly attributable to higher wholesale commodity costs. As a regulated utility, NJNG does not make any profit on gas costs, which are passed directly through to customers without any markup.
** NJNG's ratings are A+ as a corporate rating and AA- rating for first mortgage bonds from Standard and Poor's. NJNG's rating for long-term debt is Aa3 from Moody's Investors Service (Moody's).
Definitions
Telephone Access and Customer Service
- Average speed of answer - How many seconds it takes a caller to reach a desired destination after selecting a choice from a menu or operator.
- Average time to reach a CSR - How many seconds it takes a caller to reach a CSR after selecting a choice from a menu or operator.
- Percentage of calls handled by a CSR - Of all the phone calls made to NJNG customer service, the percent of callers who speak with a CSR.
- Number of BPU inquiries per 1,000 customers - The total number of inquiries to the BPU divided by the number of NJNG customers, multiplied by 1,000.
- Percentage of BPU inquiries by type - The total number of inquiries by type divided by the total number of inquiries to the BPU, multiplied by 100.
- Percentage of service calls completed - The number of service calls completed as scheduled divided by the total number scheduled.
- Number of service calls scheduled - These are service calls requested by customers including turn-ons, turn-offs, meter exchanges and other work performed by utility services, excluding meter sets.
Reliability and Safety
- OSHA incidence rate - The number of illnesses and injuries multiplied by 200,000 and divided by the total employee productive work hours.
- Markout and excavation success rate - Indicates the effectiveness of the process to mark the location of underground utility lines. The total number of markout requests less the number of reported damage incidents divided by the total number of markout requests received and multiplied by 100.
- Percentage of OLE calls responded to within 60 minutes - As measured from initial customer call to arrive time, the number of OLE calls responded to within 60 minutes divided by the total number of OLE calls.
- Repaired/cleared leaks per mile of mains and services - Total number of leaks repaired divided by total miles of system in service.
- BPU reportable service interruptions - Any major reportable interruption of service to customers for at least two hours.
Pricing and Financial Strength
- Annual energy cost for average residential heating customer - The total annual natural gas cost for the average residential heating customer including customer charges, taxes, etc. This calculation is based upon prices in effect for the previous 12 months and normal weather assumptions.
- Financial strength of NJNG - The score earned by NJNG based on a point scale ranging from 35 to 100, derived from the ratings given by Standard & Poor's and Moody's credit rating levels.
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