KESC…. Winning Hearts?

For long, Karachi Electric Supply Corporation has had a tough time gaining popularity amongst the masses. Being a utility company, providing one of the most basic and important service of electricity, it is indeed an uphill task to ensure a certain level of “satisfied customer base”. The overall circular debt scenario, supply of fuel, law and order situation, etc., makes it even more difficult to ensure delivery of services and satisfaction at large.

This article is written from a perspective of a customer of KESC and a common man who has witnessed an amazing phenomenon and creation of “Wow Experiences”. As a common resident of Karachi, I have had my fair share of bad mouthing, to downright abusing KESC for the long hours of load-shedding, to fluctuation, to breakdowns to delay/no response to complaints. However, the perception has changed over the past few months. What is the reason behind this change?

KESC Ltd came live on twitter a few months back. Probably one of the best decisions the management of KESC ever took. How did this help KESC to create the perception it carries today and what is it that resulted in #KESC (being a Karachi-based utility company) trending in Pakistan, mostly with favorable tweets/comments?

Was this positive perception a result of reduced load shedding after KESC appeared on twitter? Was it because the supply of fuel ameliorated after KESC appeared on twitter? Was it because theft was controlled after KESC appeared on twitter? “NO”. None of this happened. However, something brilliant happened and this needs to have an in-depth study and be made a case for other organizations.

From the perspective of a common man and an observer, the difference was created because of the contact that was established between the customer and the service provider. Although the KESC Call Center has been up and running, a stark difference has been witnessed on the response time and the kind of response which has actually resulted in quite a fan-following. Learning here is that all a customer wishes, to begin with, is:

1. To be heard (by someone who is willing to listen and help)
2. To be promptly responded to: Analyzing from the responses and reaction, this does not entail immediate resolution at all. It can be safely said that if the customer is communicated promptly and honestly, there is an immediate appreciation of taking the end-user of any service on board and taking them into confidence.

While immediate solution to the problems will indeed be an ultimate experience, just bringing the end-user up to date with ground realities may assist customers to deal with the problem at hand in a more efficient manner and thereby, minimizing the trouble caused due to non-provision of something as basic as electricity. Having said that, indeed there have been many example of KESC not only listening, responding, but actually providing prompt resolutions as well.

While the issue of provision of electricity to the largest metropolis of Pakistan continues to be challenging, from the perspective of a consumer, it can be safely assumed that situation will improve in due course of time. At the same time, it is prayed that the consumer also become more responsible with regards to conservation, theft, etc., and realize what we need to do to put in our bit as may be needed greatly.

Honestly stating, the tweets/comments have been a mix in terms of negative and positive. However, since the idea of writing this article is to appreciate the services/response, some positive tweets/comments are mentioned below, in hopes to provide greater motivation to the management of KESC to improve even further.

@SarahDawood: @KESCwala – Bravo to the #KESC complaint resolution team – fixed my bijli at 4am… everyone said they will not come till the next day.

‏@jehan_ara: Third phase is back. Thanks for the prompt service RT @jehan_ara: Hey @KESC_Ltd why only two phases today? Can’t run the air conditioners.

‏@UroojZia@: KESC_Ltd Adjective aatey haiN ji when the complaint centre does not respond all day, & my deadlines are missed courtesy your organisation.

@babushka99: @jehan_ara @KESC_Ltd @zohaibkhanpk despite its misgivings of the past, #kesc is actually improving! Never thought I’d say that.

@taimoormq: Wow! It’s great to have @KESC_Ltd tweeting electricity/breakdown updates rather than having to call the clueless folks on 118.#karachi #KESC

@zakrana: #KESC: My area enjoys a better service because power theft is zero! Thank you KESC.