customer experiences

David Gill

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the renaissance of customer service

• customer service is a critical element of business performance

• a key driver of profit

• changing  relationship between organisations and their customers

• customers  now hold the power

• future of customer service 

• changing attitudes of we, the consumer

• challenges brought by technology

• changing business models

• changing employee engagement…

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Key features of Distribution Price Control Review

• Delivering value for money through incentivised performance

• An emphasis on customer service improvements

• A shared desire to increase competition

• Introduction of new guaranteed standards

• Introduction of penalty payments

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Customer service standards

Published customer service standards :

• Planned and unplanned outages

• Complaints

• Connections quotations and delivery

• Priority services ( Discretionary Reward)

• Guaranteed standards

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£80m Up for Grabs in DR5

Component

Focus Target customers

Annual Exposure

Customer satisfaction survey

Interruptions, connections and general enquiries

Domestic, Non-domestic, IDNOs, ICPs, DG

+£65m-£35m

Complaints metric

Day one>31 dayRepeated complaintsOmbudsman

Complaints (including domestic, DG, IDNOs, ICPs, developers)

-£45m

Stakeholder engagement

Stakeholder views of the DNOs' approach to engagement

IDNOs, ICPs,Local Authorities, developers, DG customers, environmental

+£15m

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-£45m penalty across DR5

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United Breaks Guitars

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What is he talking about?

Measures

Targets

Initiatives

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Who currently provides the best customer experience and why?

A holistic approach delivering on six factors:1. Friendliness2. Valuing customers’ time3. Turning a poor experience into a great one4. Setting and delivering against customer expectations5. Demonstrating honesty and integrity6. Meeting customer needs in a way that feels personal

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Guaranteed Standard What the Standard is

EGS1 – service fuseResponding to the operation of distributor’s fuse, 3-hour response

EGS2 – 18hr restoration 18-hour supply restoration under normal conditions

EGS2A – multiple interruptions Supply restoration - multiple interruptions

EGS4 – pre arranged Notice of planned interruption to supply – must give two days written notice

EGS5 – voltage investigations Investigation of voltage complaints

EGS8 – appointments Making and keeping appointments

EGS9 – paymentsNotification and making payment owed under the guaranteed standards - payment within 10-days

EGS11 a,b,c severe weather Severe weather supply restoration category 1,2 or 3

18 Panel 18

Customer Satisfaction

customer satisfaction = material service + personal service

material service

personal service

customer satisfaction