After conducting a study on social media conversations in Peru during the first half of 2015, Quantico Trends has reached several conclusions regarding electric companies and the regulatory body Osinergmin. Below we list some of the findings:
In the first half of the year, Luz del Sur had 45% more complaints than Edelnor about power outages and service interruptions.
Edelnor has 160% more mentions in Public Lighting and far exceeds Luz del Sur in mentions of incidents and Infrastructure.
Edelnor users complain about poles and cables in poor condition.
Electric companies do not respond to queries and complaints on social media and do not have online customer service channels.
Osinergmin does not respond to 80% of complaints received via Twitter.
Faced with the low level of response from electricity companies minnesota b2b list the regulator, users are turning to the press or municipalities present on social networks to resolve their concerns.
electrical companies-problems
The latest study by Quantico Trends shows that the electricity sector is one of the least involved in addressing the concerns of its customers through social networks , despite the fact that they use their Twitter, Facebook, and other accounts to comment on the service, make complaints, or seek solutions to problems.
Comments on social media often report power cuts and blackouts , as well as damaged street lighting, poles and cables in poor condition .
The regulatory body OSINERGMIN has social media channels, however it does not respond to 80% of the queries and complaints that are submitted through social media. The electric companies that operate in Lima (Edelnor and Luz del Sur) do not have social media channels through which they can serve users, due to which customers resort to digital media and their Twitter, WhatsApp, etc. accounts.
According to the study, Magdalena, Cercado de Lima and San Miguel were the districts from which the most power outage incidents were reported for Edelnor during the first half of the year. In the case of Luz del Sur, the districts with the most complaints were Miraflores, Surco and Barranco.