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Delivering the best customer service

Exceptional levels of customer satisfaction are a must for our stakeholders – and we fully support this expectation. While our customer satisfaction rates are already high, we’re committed to continual improvement, including the use of a wide range of communication channels that keep pace with new developments and changing customer preferences.

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Our commitments to customer service:


Average customer satisfaction

rate achieved


Average Seconds it took

to answer calls within.


minutes on average to

answer social media enquiries,

24 hrs a day

Under 1 minute

on average to respond

to Web chat enquiries,

24 hour a day.

Greater insight

to be provided on planned

interruptions on our network

with an online viewer.


of complaints to be

resolved within 1 day

and 99% within 25 days.

Find out more about how we intend to maintain high levels of customer service in our 'Meeting the needs of consumers and network users' section of the business plan. 

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RIIO-ED2 Business Plan

A future vision created together with customers, delivered by us.