INTERRUPTION COSTS, CUSTOMER SATISFACTION AND EXPECTATIONS FOR SERVICE RELIABILITY

This paper,summarizes results of a comprehensive study of the economic value of electric service carried out by Duke fewer Company in cooper ation with the Electric Power Research Institute. In the study, custom er interruption costs were estimated for generation, transmission and distribution outages of differing lengths occurring under varying circ umstances. Interruption costs for momentary outages and voltage distur bances are also reported, In addition to these economic indicators of customer value of service, customer expectations for service reliabili ty and power quality and their satisfaction with the service currently offered are reported, Statistical methods and procedures used in esti mating interruption costs are described.