* Is High or Low Best: Lower is Better
Customer Average Interruption Duration Index (CAIDI) measures the average length of a sustained customer interruption during the measurement period. A relatively high value for this metric is typically related to a few common factors, including excessive breaker or re-closure operations (i.e., scheduled service interruptions that resolve temporary faults in the system), power supply insufficiency, distribution system equipment outages (due to damage, bad weather, faulty equipment, etc.), and outages due to non-payment of the utilities service. CAIDI, in conjunction with SAIFI, SAIDI and MAIFI, are indices used to measure the reliability of a utility company's power system, excessive values of which can lead to poor customer satisfaction and high attrition rates.
The total number of minutes in which a customer?s service is interrupted divided by the number of customer interruptions that occurred during the measurement period.
Two values are used to calculate this KPI: (1) the total number of minutes in which the company’s customers experience service interruptions, and (2) the total number of customer interruptions that occurred during the measurement period. Only include sustained interruptions in this calculation (i.e., outages/interruptions lasting more than 5 minutes).
(Total Duration of Customer Service Interruptions / Total Number of Customers Interrupted) *100
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