Customer Service Incentive Program Clause Samples

Customer Service Incentive Program. Westcoast and the Stakeholders agree to negotiate the terms of a customer service incentive program regarding the provision of transmission services by Westcoast in Zones 3 and 4. The Stakeholders requested the program to improve the overall quality of Westcoast’s customer service. The purpose of the program will be to improve the overall quality of Westcoast’s customer service by creating positive and negative financial incentives for Westcoast tied to agreed upon performance measures. The program will be in effect for the 2009 and 2010 calendar years and will include a mutually agreeable set of performance measures, including a customer survey. If Westcoast meets or exceeds the performance measures agreed to as part of the program (including the customer survey), then Westcoast will be entitled to collect up to an additional $1.75 million from its shippers through its Zone 3 and 4 tolls in each of 2010 (in respect of 2009 performance) and 2011 (in respect of 2010 performance). If Westcoast does not meet the performance measures agreed to as part of the program (including the customer survey), then Westcoast will be required to refund to its shippers through its Zone 3 and 4 tolls up to $750 thousand in each of 2010 (in respect of 2009 performance) and 2011 (in respect of 2010 performance).