1 / 17

ElectraLink Customer Survey SPAA Presentation 25 th November 2009

R. ElectraLink Customer Survey SPAA Presentation 25 th November 2009. Research Method. Combined Approach. Quantitative. Qualitative. 71 x CATI Telephone Interviews: 27 SPAA 44 DCUSA. 6 x 45 Minute Face-to-face Depth Interviews: 3 SPAA 3 DCUSA. Quantitative. Qualitative. +.

david-rowland
Download Presentation

ElectraLink Customer Survey SPAA Presentation 25 th November 2009

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. R ElectraLink Customer Survey SPAA Presentation 25th November 2009

  2. Research Method Combined Approach Quantitative Qualitative 71 x CATI Telephone Interviews: 27 SPAA 44 DCUSA 6 x 45 Minute Face-to-face Depth Interviews: 3 SPAA 3 DCUSA

  3. Quantitative Qualitative + Governance Services - Key Headlines (1/2) • Overall, SPAA users continue to be extremely positive about the service provided by ElectraLink. This is built on two key areas of strength: • Effective management of Finance, auditing & other managerial roles • The efficient, professional & prompt service delivered • With a score of 8.3 out of 10. Comparisons with other organisations remain favourable (Elexon, on 7.3, is the closest). • This Overall rating has increased slightly through improved perceptions of clear communication & being easy to deal with. • Value for money perceptions show no change, remaining very positive.

  4. Quantitative Qualitative + Governance Services – Key Headlines (2/2) • The average taken across 26 different service ratings reveals no change overall, but this conceals some encouraging improvements in certain areas: • All 5 Helpdesk ratings improved – particularly helpfulness, consistent service & consistent info & advice. • The only notable (but slight) decline being for the Management of the Year End Audit Process & AGM. • Most find it hard to suggest any improvements, but those that do mostly focus on the website. This research was done at the time of the old website with the chief criticism being ease of use. • There was a general sense that ElectraLink delivers its core role extremely well, but that more proactive involvement at industry level would be welcomed; come forward with ideas to make the industry work more efficiently/ effectively.

  5. Quantitative Rating Versus Other OrganisationsSummary Overall Satisfaction Mean Score out of 10 Governance Services Mean Change Score vs 2008 ElectraLink 8.32 +0.22 GEMSERV / MRASCO 6.76 -0.13 ELEXON 7.33 +0.63 *JOINT GAS OFFICE 7.13 +0.30 OFGEM 5.80 -0.01 xoserve 5.79 +0.24 Gas Forum 6.25 N/A iGT UNC 6.50 N/A Base: All Who Use Each Company (Various) * Asked of OFGAS in 2007

  6. Quantitative Satisfaction With ElectraLink ServiceSummary Governance Services Mean Change Score vs 2008 Overall Rating 8.32 +0.22 Overall Professionalism 8.59 +0.13 Being Responsive 8.17 +0.16 Being Easy To Deal With 8.58 +0.17 Being Highly Efficient 8.08 +0.17 Communicating Clearly 8.11 +0.24 *Understanding The Service Support Requirements Of… 7.79 +0.10 Base: Total Sample (71) * Wording changed in 2009 Mean Score out of 10

  7. Quantitative Satisfaction With ElectraLink ServiceSPAA Sample 2009 Change 2009 Change % Score 8 - 10 vs. 2008 Mean Score vs. 2008 0 8.19 +0.07 +3 8.44 -0.09 +6 8.22 +0.07 +9 8.67 +0.14 -1 8.04 -0.05 +2 8.07 +0.01 -18 7.37 -0.37 Base: Total SPAA Sample (27) * Wording changed from ‘Understanding The Business Needs Of …’ in 2009 1 = Not at all satisfied 10 = Extremely Satisfied Overall Rating Overall Professionalism Being Responsive Being Easy To Deal With Being Highly Efficient Communicating Clearly *Understanding The Service Support Requirements Of ….

  8. Quantitative Summary Versus Previous Years Comparisons are made only across those ratings present in all years shown: Average No Of Ratings Year Base (Mean Score) Compared Governance 2008 68 4.30 26 Services2009 71 4.33 26 Survey The above is like for like comparison on statements scored as follows: Rating Score Very Good 5 Good 4 Adequate 3 Poor 2 Very Poor 1 Those with no experience or not using services / features rated are excluded from the mean scores.

  9. Quantitative Average Rating Of Main Service AreasGovernance Services Sample No. of Mean Change Service Attributes Score Attributes Since Area Rated 2009 Compared* 2008* All Ratings 27 4.35 26 +0.03 Finance & Auditing 7 4.61 6 -0.08 Management Of ….. 9 4.27 9 +0.09 Helpdesk For SPAA/DCUSA 5 4.51 5 +0.22 SPAA/DCUSA Website 6 4.03 6 -0.08 Base: All rating each attribute * Change compared only on ratings in both 2008 and 2009

  10. Quantitative Governance ServicesKey Service Changes Since 2008 Change in mean score since 2008 UpDown Overall helpfulness (of the DCUSA/ *How well ElectraLink manage the -0.26 SPAAHelpdesk)+0.32 year end audit process and AGM Receiving a consistent level of +0.32 service regardless how get in touch Getting consistent info & advice regardless how get in touch +0.28 Quality of monthly Service Performance reporting +0.24 ElectraLink’s efficiency in operating the annual voting system +0.22 Provision of meeting facilities +0.22 *Caution: Low Base Size, Active Board members only (11) NB: All other changes were less than +/- 0.20

  11. Quantitative SPAA - Key Service Changes Since 2008 Change in mean score since 2008 UpDown Quality of monthly Service +0.41 The management of user access -0.34 Performance reporting privileges (Website) Provision of meeting facilities +0.34 Ease of use (Website) -0.24 ElectraLink’s efficiency in +0.24 operating the annual voting system NB: All other changes were less than +/- 0.20

  12. SPAA: Website SPAA criticised for difficult to find some things e.g. meeting papers – not intuitive Qualitative “I find things difficult to find on the SPAA website ... it may be logical to others . .... meetings minutes, agendas, and industry discussion of issues. ... (maybe) because I’m not used to it ... use once or twice a month. ... e.g. previous minutes for a SPAA meeting – clicked on SPAA meeting header – it just gave dates for meetings, nothing else. The papers were there, I found them eventually. ... I don't; care what it looks like, but I would like to find things more easily.” “a bit clumsy, not very engaging, a bit tricky unless you knew where you were going.”

  13. Quantitative Governance Services: Perceived Improvement Over Past 12 Months Improved Got Worse(A little/ A lot) (A little/ A lot) ElectraLink Service Value For Money Main reason given for perceived improvement in ElectraLink Service: Staff 30% Quicker 20% Website 20% Base: All saying services improved (10)

  14. Quantitative What Would Most Like ElectraLink To Improve OnGovernance Services Sample Increase their knowledge of other industry work processes and governance in order to develop and maintain and enhance SPAA processes. I know they are changing the website, but I feel that it shouldn’t be necessary to have a username and password all the time. The website is very difficult to navigate and there is little to explain as you go into areas, what they are. The content is also not particularly well designed. No Improvements Necessary / Just Stay The Same Improve Website / Non-User Friendly Improve Documentation Quality and timeliness of issuing papers and documentation could be improved. Increase Knowledge More Named Contacts Base: Total SPAA/ DCUSA Sample (71) We want more alternative contacts in case our named contact is not around. There is nothing to improve on. The service has been first class

  15. Governance Services: some want ElectraLink to be more proactive Most respondents were happy with its level of involvement with the industry, and proactivity, a couple less so Proactivity: they want ElectraLink to be proactive in coming forward with ideas that make the industry work more efficiently / effectively There is a lot of valuable expertise and knowledge within ElectraLink, that could & should be brought to bear on big industry issues One respondent strongly felt that ElectraLink's service is delivered in a rather unengaged way - he wanted ElectraLink to be more dynamic and proactive. He was a more senior manager than some we spoke to, looking strategically at his business & ElectraLink & similar bodies He wanted ElectraLink to bring its expertise and knowledge to bear in the wider arena Qualitative “ElectraLink should & are playing a part in the Code Review ... they have the experience in how it works” “Anything ... any good idea that makes the industry work better should be put on the table. Would be interested to hear what they have to say. Smart is the obvious one where they have an expertise” “Smart metering – (ElectraLink needs to be involved now, don’t miss the boat”

  16. SPAA: Suggested Improvements A heads up for new / smaller players on the big industry issues, to alert them to potential impacts and issues – perhaps in a newsletter? Qualitative “The job is admin & change control, and they do that very well, can’t think of how it could be better” “St Clements ... when the change proposals come out they do an impact on MPRS system ... they know something is going to have to change .. that kind of thing would be helpful ... And things that are being discussed in the industry, like the offshore system. Very high level – offshore transmission, how is it going to affect your company ... I know xxxx’s got a lot of knowledge .. Bullet point high level these are things you should be considering – especially for small companies, because we don’t have the breadth of knowledge of the big boys”

  17. R ElectraLink Customer Survey SPAA Presentation 25th November 2009

More Related