To meet customers' needs, Hydro-Québec must first know what customers expect of the company. Among other methods, it obtains this information through focus groups on subjects ranging from rates and reliability of service to billing accuracy.

Customer satisfaction has been monitored since 2002. Throughout the year, we measure how satisfied customers are in terms of the expectations they have expressed.

Key Customer Priorities

	Safety around electrical plant and equipment
	Respect and understanding
	Fair and equitable treatment
	Optimal, low rates
	Billing accuracy
	Reliability of service
	Quality of customer service
	Respect for customers' property during work

Satisfying All Our Customers The data gathered show that the customer satisfaction rate has hovered around 7.3 for several years. It should be noted that successive rate increases in 2004 and 2005 contributed to a slight decline in customer satisfaction.