PJM President and CEO Manu Asthana introduced the results of the 2019 Stakeholder Satisfaction Survey Thursday, Feb. 20, by acknowledging and thanking stakeholders for their “spirit of cooperation.”
“It’s important to listen to all of you. Feedback from you is really important,” Asthana said at a meeting of the Members Committee. “There were 1,100 comments. During a very long train ride, I went through all 1,100 of those comments.”
Asthana encouraged stakeholders to keep the feedback coming, whether it’s positive or negative.
PJM is looking closely at those areas of the survey where participants identified opportunities for improvement, he said. “We’ve come up with plans to do those things better.”
The 626 respondents to the survey represented 372 companies. Stakeholders’ overall satisfaction with PJM – 89 percent were “satisfied” or better – was on par with surveys dating to 2010, said Jim Gluck, Director – Member Relations. Each of PJM’s seven core responsibility areas improved from the 2017 survey:
- Core deliverables
- Customer relationship management
- Change management
- Project management
Gluck said the survey helped PJM identify areas of opportunity for action plans in 2020. They fall under four themes:
- Communicating and managing change
- Stakeholder process
- PJM tools
- PJM planning enhancements
Updates to action plans will be shared through Members Committee webinars and Inside Lines, Gluck said.
The survey is distributed every other year. Based on feedback from the 2017 survey, PJM made several meaningful enhancements in the way it communicates with stakeholders and in the tools that stakeholders use to interact with PJM. It also developed an Upcoming Changes page on pjm.com to help PJM tool users plan for upcoming technology changes.
PJM conducted the 2019 Stakeholder Satisfaction Survey Sept. 30 through Oct. 11, with support from OrgVitality, an independent, third-party survey firm. Respondents had the chance to provide comments or suggestions on areas of success and opportunity.