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Kenya Power opens ‘Power Clinics’ to enhance customer satisfaction

In order to enhance customer satisfaction and improve service delivery, Kenya Power has opened customer service hubs across the country.

Dubbed ‘Power Clinics’, these facilities will be open to the public for the next three months in tents located near or inside Company’s banking halls across the country.

Customers will be educated on the new harmonised electricity tariff and get to understand the various initiatives the Company is undertaking to improve the quality of electricity supply. Read more: Kenya: will the electricity tariff review result in low tariffs?

In addition, senior customer service officers will tend to resolving customer issues on meter reading, billing and delayed connections.

“We are creating an opportunity for customer issues to be examined and permanent solutions sought. We want to delight our customers through excellent service and this is the beginning of achieving that,” said Eng. Aggrey Machasio, Ag. general manager for customer service and regional coordination.

He added that the Company will review feedback from customers in October to determine the structure of future Clinics.

Customer satisfaction is one of the milestones that Kenya Power is aiming to achieve in the medium term through an action plan that seeks to address complaints frequently raised by customers on the quality of services offered by the Company.

In addition to Power Clinics, the Company is also focused on improving the quality of electricity supply to customers through addressing challenges affecting the distribution infrastructure.

Ashley Theron
Ashley Theron-Ord is based in Cape Town, South Africa at Clarion Events-Africa. She is the Senior Content Producer across media brands including ESI Africa, Smart Energy International, Power Engineering International and Mining Review Africa.