Indicadores Norma Técnica
Registros sobre Atención de reclamos, consultas y solicitudes, y entrega de facturas
| Período |
Artículo 5-21 Registro de Indicadores de Calidad de Gestión Comercial |
Descargar |
| Jun-2026 |
NTD_6621_COPELEC.xlsx |
Descargar Archivo |
Reclamos
| Empresa |
Periodo |
Eficiencia de reclamos(EF)(EF=RR/RI*100) |
Eficacia reclamos (EFC)(EFC=1-RRPS/RR*100) |
Oportunidad del servicio comercial reclamos (OP)(OP=(RRP/RR)*100) |
Tiempo medio de resolución de reclamos (TRR)(TRR=t_RR/RR) |
Indicador de nivel de reclamos (INR)(INR=RR/NC) |
Tasa de Transferencia |
Tasa Normalizada de Reclamos |
Tasa de Cambio de Resolución Normalizada |
| Copelec |
Jun-2026 |
97,773% |
98,301% |
99,960% |
2,88 |
2,571% |
0,068% |
12,274% |
0,175% |
| Copelec |
May-2026 |
97.774% |
97.337% |
100% |
4.366 |
1.609% |
0.069% |
14.604% |
0.192% |
| Copelec |
Abr-2026 |
97.504% |
93.135% |
100% |
11.306 |
0.59% |
0.068% |
14.140% |
0.173% |
| Copelec |
Mar-2026 |
98.415% |
92.844% |
100% |
11.333 |
0.573% |
0.071% |
16.023% |
0.161% |
| Copelec |
Feb-2026 |
99.582% |
92.694% |
100% |
11.639 |
0.571% |
0.073% |
24.725% |
0.163% |
| Copelec |
Ene-2026 |
99.139% |
92.352% |
100% |
12.04 |
0.504% |
0.076% |
0% |
0.146% |
| Copelec |
Dic-2025 |
99.129% |
97.609% |
99.963% |
3.675 |
1.651% |
0.079% |
18.234% |
0.149% |
| Copelec |
Nov-2025 |
98.632% |
90.862% |
100% |
12.361 |
0.366% |
0.091 |
13.480% |
0.143% |
| Copelec |
Oct-2025 |
98.631% |
91.307% |
100% |
12.108 |
0.369% |
0.086% |
12.793% |
0.156% |
| Copelec |
Sep-2025 |
98.126% |
93.402% |
100% |
9.376 |
0.432% |
0.065% |
14.383% |
0.159% |
| Copelec |
Ago-2025 |
102.383% |
93.915% |
100% |
9.36 |
0.472% |
0.06% |
11.531% |
0.187% |
| Copelec |
Jul-2025 |
102.05% |
94.073% |
100% |
9.686 |
0.517% |
0.059% |
10.948% |
0.189% |
Consultas
| Empresa |
Periodo |
Eficiencia de consultas (EF)(EF=RR/RI*100) |
Eficacia de consultas (EFC)(EFC=1-(RRPS/RR)*100) |
Oportunidad del servicio comercial consultas (OP)(OP=(RRP/RR)*100) |
Tiempo medio de resolución de consultas (TRR)(TRR=t_RR/RR) |
Indicador de nivel de consultas (INR)(INR=RR/NC) |
| Copelec |
Jun-2026 |
99.972% |
100% |
100% |
0.027 |
1.032% |
| Copelec |
May-2026 |
99.989% |
100% |
100% |
0.03 |
9.997% |
| Copelec |
Abr-2026 |
99.992% |
100% |
100% |
0.034 |
8.903% |
| Copelec |
Mar-2026 |
99.991% |
100% |
100% |
0.039 |
8.519% |
| Copelec |
Feb-2026 |
99.991% |
100% |
100% |
0.04 |
8.284% |
| Copelec |
Ene-2026 |
99.991% |
100% |
100% |
0.045 |
7.6% |
| Copelec |
Dic-2025 |
99.992% |
99.992% |
100% |
0.029 |
8.275% |
| Copelec |
Nov-2025 |
99.990% |
99.986% |
100% |
0.052 |
5.980% |
| Copelec |
Oct-2025 |
100.017% |
99.982% |
99.973% |
0.07 |
6.046% |
| Copelec |
Sep-2025 |
100% |
99.982% |
99.973% |
0.072 |
5.610% |
| Copelec |
Ago-2025 |
99.981% |
99.981% |
99.971% |
0.072 |
5.302% |
| Copelec |
Jul-2025 |
100.071% |
99.979% |
99.969% |
0.074 |
5.072% |
Solicitudes
| Empresa |
Periodo |
Eficiencia de solicitudes (EF)(EF=RR/RI *100) |
Eficacia de solicitudes (EFC)(EFC=1-(RRPS/RR)*100) |
Oportunidad del servicio comercial solicitudes (OP)(OP=(RRP/RR)*100) |
Tiempo medio de resolución de solicitudes (TRR)(TRR=t_RR/RR) |
Indicador de nivel de solicitudes (INR)(INR=RR/NC) |
| Copelec |
Jun-2026 |
101.614% |
100% |
99.941% |
11.843 |
2.301% |
| Copelec |
May-2026 |
99.563% |
100% |
99.956% |
12.111 |
2.363% |
| Copelec |
Abr-2026 |
99.871% |
100% |
99.956% |
12.343 |
2.392% |
| Copelec |
Mar-2026 |
100.913% |
100% |
99.944% |
12.624 |
2.454% |
| Copelec |
Feb-2026 |
99.668% |
100% |
99.986% |
12.61 |
2.469% |
| Copelec |
Ene-2026 |
101.253% |
99.986% |
99.986% |
13.039 |
2.399% |
| Copelec |
Dic-2025 |
101.368% |
99.990% |
99.954% |
12.711 |
2.221% |
| Copelec |
Nov-2025 |
103.193% |
99.987% |
99.987% |
13.704 |
2.083% |
| Copelec |
Oct-2025 |
101.995% |
99.987% |
99.974% |
14.257 |
2.139% |
| Copelec |
Sep-2025 |
102.766% |
99.987% |
99.975% |
14.8 |
2.065% |
| Copelec |
Ago-2025 |
105.347% |
99.988% |
99.976% |
0.15589 |
2.154% |
| Copelec |
Jul-2025 |
105.102% |
99.989% |
99.978% |
16.28 |
2.364% |
Indicadores
| Empresa |
Periodo |
Indicador de facturas emitidas (IFE)(IFE=FE/NF*100) |
Indicador de facturas emitidas con consumos estimados (IFEES)(IFEES=1-FEES/NF*100) |
Errores en emisión de facturas por errores de lectura (EFErL)(EFErL=1-FErL/NF) |
Errores en emisión de facturas por errores distintos al de lectura (EF)(EF=1-FEr/NF) |
Pagos mal imputados (PMI)(PMI=1-PI/PCU) |
| Copelec |
Jun-2026 |
100 |
93.685 |
0.994 |
0.998 |
0.999 |
| Copelec |
May-2026 |
100 |
93.803 |
0.994 |
0.998 |
0.999 |
| Copelec |
Abr-2026 |
100 |
94.128 |
0.994 |
0.998 |
0.999 |
| Copelec |
Mar-2026 |
100 |
94.079 |
0.994 |
0.998 |
0.999 |
| Copelec |
Feb-2026 |
100 |
94.096 |
0.994 |
0.998 |
999 |
| Copelec |
Ene-2026 |
100 |
94.353 |
0.993 |
0.998 |
0.999 |
| Copelec |
Dic-2025 |
100 |
94,434 |
0,994 |
0,998 |
0,999 |
| Copelec |
Nov-2025 |
100 |
94.491 |
0.993 |
0.998 |
0.999 |
| Copelec |
Oct-2025 |
100 |
94.544 |
0.993 |
0.998 |
0.999 |
| Copelec |
Sep-2025 |
100 |
94.605 |
0.993 |
0.998 |
0.999 |
| Copelec |
Ago-2025 |
100 |
94.689 |
0.993 |
0.998 |
0.999 |
| Copelec |
Jul-2025 |
100 |
94.818 |
0.993 |
0.998 |
0.999 |