1 2014 Customer Survey Presentation for DTS User Group meeting Prepared for: 17 th February 2015.
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Transcript of 1 2014 Customer Survey Presentation for DTS User Group meeting Prepared for: 17 th February 2015.
1
2014 Customer Survey
Presentation for DTS User Group meeting
Prepared for:
17th February 2015
2A two stage research approach, using a mixed mode methodology
Stage 1: Quantitative15 - 20 minute survey• A ‘mixed mode’ methodology consisting of both
telephone and online interviews.• 58 customers/ stakeholders of ElectraLink for
DTS interviewed• Fieldwork took place between 2nd and 26th
September 2014.
Stage 2: Qualitative12 x 45 minute in depth interviews • All customers of ElectraLink• Face to face interview conducted at place of work• 6 DTS
- 4 GOMs- 5 Contract Managers
• Fieldwork took place between 24th October & 6th November 2014
33
Key headlines – DTS in overview
#1 ElectraLink’s overall rating is in line with last year, but perceived Value for money is up 10% YOY driven mainly by small/ medium sized businesses.
#2 Comparisons with others are still favourable & no-one claimed that service has got worse in the past 12 months.
#3 Perceptions of ElectraLink’s efficiency have fallen by 22% to an all time low of 52%, felt most of all by those in operational roles.
#4 Less positive feedback is mostly attributed to technical issues and the communication, responsiveness & understanding related to them.
#5 At least half (56%) claim to have started the process of the Gateway Transformation programme. Those able to give feedback are generally positive, notably about speed, reliability & cost savings.
4
DTS – the overall view
What is expected?
• Successful transfer of data flows
• Clarity of data flows
• Reliable & secure
• Proactive communication of planned service interruptions
• Effective response to unplanned events/ outages
• Supportive of my needs
View on ElectraLink
• Helpful, supportive
• Responsive
• Flexible & approachable (not rigid or overly obsessed with procedure)
• Proactive, think ahead, good planners
• Clear visibility of flows (web tools)
Fundamentally, the service meets expectations & only minor wrinkles exist.
5
DTS
2007 2008 2009 2010 2011 2012 2013 2014
68
87
71
85
7884
67 66
2730
27
60
4337 35
45
Overall Rating Value For Money
Base: Total DTS Sample
Phone only
Phone & online
Overall rating of ElectraLink for DTS remains consistent & value for money perceptions have improved for the first time in four years.
SCORE 8+ (Out of 10)1 = Not At All Satisfied/ 10 = Extremely Satisfied1 = Poor/ 10 = Excellent Value For Money
6
DTS
SCORE 8+ (Out of 10)1 = Poor 10 = Excellent
2007 2008 2009 2010 2011 2012 2013 2014
68
87
71
85
7884
67 66
42
59
41
59 58
65
5047
40
48
25
48
4658
48
50
7
14 16 12
43
24
35
28
8
2926
19 25
33 40 41
ElectraLink ELEXON Gemserv Ofgem
Base: All dealing with each organisation
Phone only
Phone & online
There has been no real change in ratings received by any of the other industry organisations measured, meaning that ElectraLink’s customers
remain most positive about ElectraLink.
7
Overall Ratings by type of company
Total Sample
*'Big 6' suppliers
Other companies
66
83
63
ElectraLink
service
2014 Change versus
2013
-1
+3
-3
Total Sample
*'Big 6' suppliers
Other companies
45
33
46
2013
+10
-27
+14
Value for money
More positive perceptions of value for money are driven by small to medium sized players. The less positive scores from the ‘Big 6’ come
down to 1 person giving a less positive rating.
%
SCORE 8+ (Out of 10)1 = Not At All Satisfied/ 10 = Extremely Satisfied
Base: Total DTS sample (58/43), ‘Big 6’ suppliers (6/5), Smaller companies (52/38)
SCORE 8+ (Out of 10)1 = Poor 10 = Excellent
*Caution: Low base size
8
Timely/ prompt/ responsive
Positive mentions of staff e.g. helpful
Service efficient/ professional
Generally happy with service/ service good
Good/ clear/ appropriate communication
Knowledgeable/ experts/ experienced
Simplicity/ ease of use
Technical faults/ issues
Negative communication comments
Negative - other
Defensive/ inflexible/ passive
Adequate/ could do better
Not enough dealings to comment
21
21
14
12
10
9
9
10
9
5
3
3
17
32
21
18
13
16
13
11
3
8
5
0
0
13
Reasons for giving overall rating of ElectraLink
Positive feedback about the timely, helpful, professional & efficient service prevail, but the minority that are less positive tend to mention technical issues or faults.
Base: Total DTS sample (58), Overall rating of 1 to 7 (20)/ Overall rating of 8 to 10 (38)
Total sample Rated 1 to 7 Rated 8 to 10%
0
20
5
10
0
0
5
25
10
5
2
2
25
9Improvement on ElectraLink services over past 12 months
DTS CM’s
DTS GOM’s
5 4
20 28
75 68
0 0
0 0
Base: Total DTS Sample (58/44/25)
Total DTS Sample
Improved a lot
Improved a little
Stayed the same
Got a little worse
Got a lot worse
5
22
72
0
0
There is also a sense that ElectraLink is improving amongst more than 1 in 4, even more so amongst GOM’s.
No-one felt that service had become worse in the past 12 months.
10
63
67
67
60
65
63
50
50
62
Overall Rating
Overall Professionalism
Technical competence
Valuable expertise resource
Being easy to deal with
Being responsive
Being Highly Efficient
Understanding your business
Communicating Clearly
83
83
83
83
67
67
67
50
50
Satisfaction with ElectraLink service - DTS sample
% Change vs. 2013
+3
-17
-17
-17
-33
-13
-33
-30
-30
SCORE 8+ (Out of 10)1 = Not At All Satisfied/ 10 = Extremely Satisfied
‘Big 6’ suppliers*
% Change vs. 2013
-3
-7
-7
-1
-1
-11
-21
-5
-6
Other companies
Base: ‘Big 6 suppliers (6/5), Other companies (52/38) *Caution: Low base size
Declines in perceived efficiency come across company types. Other declines with the Big 6 are attributable to 1 or 2 people being less positive.
11The ‘Efficiency’ question – some context from the quantitative survey
2013 2014
19 197
29
7452
8 to 10
6 to 7
1 to 5
Rating for “Being highly efficient”1= poor, 10= excellent
Mean score 7.95 7.26
In 2014 scores given for ‘Being highly efficient’ fell to their lowest point after being relatively high in 2013.
This reflected 22% of customers who had previously given a score of 8+, now giving a score of 6 or 7.
The number scoring lower than 6 out of 10 did not change!
Quantitative analysis suggests that lower ‘efficiency’ scores are associated with lower ratings on a number of criteria, the top 5 being…
Those giving a low rating for... Gave an ‘Efficiency’ mean score of….
Technical competence 4.38
Overall professionalism 4.50
Responsiveness 4.60
Communicating clearly 4.60
Providing valuable expertise resource 4.70
‘Efficiency’ mean score = 7.26
(All customers)
12
The ‘Efficiency’ question – qualitative view
What does efficiency mean to customers?
- Successful transmission of data flows “Get the job done”
- Respond quickly & effectively when there is an exception
What reduces efficiency?
• Creating unnecessary work:
e.g. #1 Broadcast messages about outages – tell us where the problem is. Don’t leave us to spend time working it out.
e.g. #2 Understand the potential impact of a proposed change on a customer’s processes e.g. data format (see example overleaf)
• Unforeseen outages – very unusual & well handled
• ElectraLink need to proactively manage on-site work & co-ordinate parties who need on-site access e.g. BT
13
Base: All rating each attribute
Average rating of main service areasDTS sample
Service AreaNo. of attributes
ratedMean score
2014No. of attributes
compared*Change vs.2013
All Ratings 39 4.24 39 +0.09
DTS Web Tools 11 4.34 11 -0.03
HP Helpdesk 3 **4.32 3 +1.49
ElectraLink Helpdesk 5 4.31 5 -0.22
ElectraLink Reporting Tools 5 4.27 5 -0.04
The DTS Itself 3 4.20 3 +0.06
Gateway Connection 4 4.18 4 +0.01
ElectraLink Services 4 4.11 4 -0.03
ElectraLink Website 4 4.04 4 +0.15
*Change compared only on ratings in both 2013 and 2014 ** Caution: Low Base
The web tools & helpdesks remain the most highly praised element s of the services ElectraLink provides, with a marked improvement for the HP Helpdesk.
Overall, there has been no real change in ratings of each other area.
14
Web tools are a linchpin of day-to-day use of the DTS
• Bring clarity & visibility of flows
• Are easy to use & accessible (even to less expert users)
Scope for greater use:
• Expand maximum number of users (200-300 on D-FLOWMASTER?)
• Improve awareness of unused tools
Workshops
• We only heard positive feedback
• Webinars would be welcomed (saving cost & time)
• What they want:
- Overview (web tools & ElectraLink/ DTS)
- How to make best use of existing tools
- Understand what else could be using
15
Gateways & The Transformation Programme
Some have started the process
• Communication has been handled really well:
- Informed
- Timely
• Process has been well managed:
- Proactive & helpful
- Operational implementation
- Managing multiple contact points
Others are still assessing
Perceived benefits:
- Faster transfer rate
- Frees up (physical) space
- Less hardware to maintain/ protect
- Cost (more marginal)
Only 15% express any concerns e.g.:
- DR – not in their control
- Hassle of change (physical process, organising others)
• Current gateways performing (surprisingly) well given their age
• Most are aware of the transformation programme
Timing will have to fit in with other internal plans e.g. re-siting of a server facility
16
Transformation of the DTS
1 in 10 have already completed the introduction of the new Gateway option, with many more in progress –with a largely positive outcome to date.
How much already know:
Know a lot 24%
Know something 47%
Not aware 29%
Base: DTS sample (58)
Stage organisation has reached:
Completed
In progress
Not yet started
10
46
44
Base: Those aware (41)
Has service improved:
Improved 22%
Stayed same 78%
Got worse 0%
Base: Change completed/ in progress (23)
17
DTS
Key action areas
1818
DTS – Overall conclusion
Ultimately, overall ratings have been maintained & no-one claimed that ElectraLink’s service has become worse in the past 12 months.
Less positive scores for ‘being highly efficient’ are only less positive (more negative scores remain just as low as ever).
This is mainly attributable to more operational or technical issues. But there is no single problem that cuts across all customers, but rather a mixed bag of individual gripes.
There is also a sense that increased time pressure, particularly on GOMs, may be exacerbating the impact of technical issues that would previously have been taken more in their stride.
1919DTS - key considerations & action areas indicated by the qualitative findings
Broadcast messages
Ensure broadcast messages informing users of outages at other companies are reaching everyone they should be.
Changing processes
Review the procedures in place for assessing the impact of changes. Also manage expectations/ educate about ElectraLink’s involvement.
Communication Ensure ElectraLink proactively take the lead in co-ordinating & communicating with all parties involved in any on-site visits/ access
Website Introduce some industry discussion e.g. keeping users informed about big industry issues. Target audience – GOMs?
Industry profileRaise profile in a constructive way – involvement in industry groups?Can ElectraLink facilitate harmonisation of Gas & Electricity data flows? Could this offer a ticket to a more sustainable long term future?
Web Tools workshops
More of the same. Keep everyone informed, regularly.
Gateway transformation
Allay concerns about ‘remote’ options e.g. Disaster Recovery, accessibility etc.
20
Any questions?
21
Tel: +44 (0) 1926 424 518
Researchcraft Ltd.
62 Brandon Parade
Holly Walk
Leamington Spa
Warwickshire
CV32 4JE
United Kingdom
www.researchcraft.com
Jon Wilkins
Director