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Customer satisfaction

Performance summary 2017/2018

  • Overview of outputs

    Continue to be the top-performing DNO group across all elements of the Broad Measure of Customer Satisfaction.(See note 2 below)

    We achieved the top four scores for overall customer satisfaction across all of the DNOs.  This overall rating combines results of the three surveys for supply interruptions, connections and general enquiries.

    Maintain certification to show that we meet the Customer Service Excellence standard.(See note 2 below)

    We were awarded ‘Compliance Plus’ status for 43 of the 57 standards.  We were the highest-scoring organisation out of all those accredited.

  • Overview of outputs

    Respond to phone calls quickly, answering them within two seconds.(See note 2 below)

    Our average response time for customer calls was 1.84 seconds.

    Limit the number of calls that are abandoned before we can answer them to less than 1%.(See note 2 below)

    Only 0.13% of calls were abandoned.

    Always provide customers with the option to talk to a member of staff when they call our contact centre.

    Our systems allow us to make sure that customers are always provided with the option to talk to a member of staff.

  • Overview of outputs

    Provide a restoration time for every power cut.(See note 2 below)

    All power cuts have an estimated restoration time which is updated as further information is provided by field teams.

    Call back all customers who have been in contact about a fault.(See note 2 below)

    We called back 99.7% of customers who contacted us about a fault.

    Contact customers within two days of receiving an enquiry which was not about a fault.(See note 2 below)

    We contacted 99.6% of customers who contacted us with an enquiry which was not about a fault within two days.

    Provide on-demand messaging through text and social media for customers who want to be kept informed in other ways, rather than a phone call.

    We provided on-demand messaging through text and social media. We sent 623,348 text messages during high voltage power cuts.

    Develop self-service options for customers to find information online.

    We hosted 28,720 webchat conversations, our app for reporting power cuts was downloaded 4,515 times and we had over one million hits on our online map showing power cuts.

  • Overview of outputs

    Continue to host a customer panel where our CEO will meet with our expert stakeholders four times a year.

    Four customer panel meetings were scheduled during the year. One panel meeting was cancelled due to heavy snow.

    Continue to host at least six stakeholder workshops each year.

    We hosted six general sessions, attended by over 250 stakeholders across our licence areas.

    Continue to produce a stakeholder report every year providing an update on the actions we have taken as a result of stakeholder involvement.

    This yearly Business Plan Commitments summary report and the separate detailed report replace the stakeholder report.

  • Overview of outputs

    Resolve at least 70% of complaints within one day.(See note 2 below)

    We resolved 85% of complaints within one day.

    Continue to have a target of no complaints where the Ombudsman has to get involved.

    There were no complaints referred to the Ombudsman.

  • Overview of outputs

    Continue to send the Power for Life publication to all 7.9 million customers and make sure it promotes the GSOPs.(See note 2 below)

    We issued ‘Power for Life’ to all 7.9 million customers in September 2017. It included information on the GSOPs.

Note 1: This target is for the full eight-year RIIO-ED1 period, not for each separate year.

Note 2: This target is for each year of RIIO-ED1.

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