Utility Customer Service Response Index: Performance Metrics

Beginning 2005, this dataset tracks utility performance metrics for service providers under a commission's jurisdiction. It contains monthly and yearly indices measuring complaint response times, escalation rates, and case aging. Columns suggest it likely contains data for gas, electric, and telecommunications utilities.

Use Cases

• Benchmarking utility complaint response times using Complaint Response Time and Escalated Complaint Response Time
• Analyzing trends in complaint escalation rates using Initial Complaints and Escalated Complaints
• Tracking monthly performance indices using Month, CSRI, CRM Index, PCM Index, ERM Index, and CSM Index
• Comparing service provider performance across years using Year and Service Provider
• Monitoring case backlog aging using Avg Age of Cases Pending

Strengths

• Provides a long-term time series beginning in 2005
• Contains multiple calculated performance indices (CSRI, CRM, PCM, ERM, CSM)
• Includes granular monthly data alongside yearly aggregates

Limitations

• Row count and dataset size are unknown across all sources
• Last update date conflicts between sources (2026-04-30 vs 2026-04-04)
• Author and license information are not provided

Provenance

Source

State of New York

Collection Method

Likely gathered from regulatory filings and complaint tracking systems.

Time Range

Beginning 2005

Freshness

2026-04-30

Geography

Jurisdiction of the commissioning authority (likely New York State)