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Consumer Research for DPCR5

Consumer Research for DPCR5. Stakeholder meeting 15 June 2007 Laura Nell, Quality of Service, Ofgem. Meeting Objectives. Discuss the aims and objectives of the group; Explain context of Consumer First; Discuss the research objectives;

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Consumer Research for DPCR5

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  1. Consumer Research for DPCR5 Stakeholder meeting 15 June 2007 Laura Nell, Quality of Service, Ofgem

  2. Meeting Objectives • Discuss the aims and objectives of the group; • Explain context of Consumer First; • Discuss the research objectives; • Discuss the proposed scope and approach of the research; • Explain timescales and project deliverables; • Stakeholders to provide comments on the Terms of Reference.

  3. Objectives of the group • Provide stakeholders with the opportunity to influence the scope and approach of the research [on an ongoing basis] • Stakeholders to provide a sense check for the drafting of questionnaires and consumer group scripts; • Keep stakeholders up to speed with the progress of work and key issues arising at an early stage.

  4. Context: Consumer First • Capturing consumer insight at every stage of our work; • Drawing on a greater range of qualitative research methodologies for deeper consumer insight; • Improving the timing of our research; • Capturing consumer insight in policy areas/ projects that are highly specialised.

  5. Research objectives 1 Review existing QoS arrangements to ensure: • DNOs continue to be provided with incentives to deliver an appropriate quality of service to consumers; • the scope and coverage of quality of service outputs are appropriate, relevant and important to consumers; • any gaps or room for improvement in the existing arrangements are identified; and • ongoing consumer response to policy issues as the price control progresses

  6. Research objectives 2 Consultants will be required to undertake market research work in these areas to: • determine the appropriate scope of the guaranteed standards of performance and the associated levels of compensation; • determine the appropriate scope and form of the incentives scheme including what outputs should be included, the level of revenue exposure, and appropriate targets and incentive rates; and • understand the areas in which there may be a need for further improvements in quality of service.

  7. Lessons learnt from DPCR4 • Improve timing of the research; • Greater stakeholder involvement; and • Better understanding of research methods and pros and cons of approaches.

  8. Scope and approach of research • Key work areas • Work packages: • consumer forum work • qualitative survey • quantitative survey • Sample and methodology: • Sample robustness • representation of particular consumer groups

  9. Companies on framework • Accent (DPCR4 Research and telephony survey work) • Andrew Irving Associates • FDS (GDPCR consumer research) • MORI • MRUK

  10. Timescales and deliverables • Appoint consultants by 03 August 2007; • Complete consumer forum research by end September 2007; • Complete qualitative survey work by end December 2007; • Complete quantitative phase by end April 2008; and • Final conclusions by end May 2008.

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