Transcript Document

1
2014 Customer Survey
Presentation for DTS User
Group meeting
Prepared for:
17th February 2015
A two stage research approach, using a mixed mode
methodology
Stage 1: Quantitative
15 - 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: Qualitative
12 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
2
3
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
View on ElectraLink
•
•
•
Reliable & secure
Proactive communication of
planned service interruptions
•
Effective response to unplanned
events/ outages
•
Supportive of my needs
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
SCORE 8+ (Out of 10)
1 = Not At All Satisfied/ 10 = Extremely Satisfied
1 = Poor/ 10 = Excellent Value For Money
Phone
only
Overall Rating
Phone &
online
Value For Money
87
85
84
78
68
71
67
66
60
45
43
27
2007
30
2008
37
35
2012
2013
27
2009
2010
2011
2014
Overall rating of ElectraLink for DTS remains consistent & value for money
perceptions have improved for the first time in four years.
Base: Total DTS Sample
6
DTS
SCORE 8+ (Out of 10)
Phone
only
1 = Poor 10 = Excellent
ElectraLink
ELEXON
87
Gemserv
85
Ofgem
Phone &
online
National Grid
84
78
68
71
59
42
65
59
40
48
58
25
43
7
2007
16
2008
2009
50
40
33
47
41
35
19
25
8
14
50
48
26
29
66
58
46
41
48
67
28
24
12
2010
2011
2012
2013
2014
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.
Base: All dealing with each organisation
7
Overall Ratings by type of company
SCORE 8+ (Out of 10)
2014
Change versus
%
2013
1 = Not At All Satisfied/ 10 = Extremely Satisfied
Total Sample
-1
66
ElectraLink
service
*'Big 6' suppliers
83
Other companies
63
+3
-3
SCORE 8+ (Out of 10)
1 = Poor 10 = Excellent
2013
Total Sample
Value for money
*'Big 6' suppliers
Other companies
45
+10
-27
33
46
+14
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.
Base: Total DTS sample (58/43), ‘Big 6’ suppliers (6/5), Smaller companies (52/38)
*Caution: Low base size
8
Reasons for giving overall rating of ElectraLink
%
Rated 1 to 7
Total sample
Timely/ prompt/ responsive
21
Positive mentions of staff e.g. helpful
21
Service efficient/ professional
32
0
9
Simplicity/ ease of use
9
Technical faults/ issues
16
0
13
0
11
5
10
Negative communication comments
3
25
9
Negative - other
13
10
10
Knowledgeable/ experts/ experienced
18
5
12
Good/ clear/ appropriate communication
21
20
14
Generally happy with service/ service…
Rated 8 to 10
8
10
5
5
5
Defensive/ inflexible/ passive
3
2
0
Adequate/ could do better
3
2
0
Not enough dealings to comment
17
25
13
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)
Improvement on ElectraLink services over past 12
months
Total DTS
Sample
Improved a lot
5
Improved a little
22
Stayed the same
72
DTS
CM’s
DTS
GOM’s
5
4
20
28
75
68
Got a little worse
0
0
0
Got a lot worse
0
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.
Base: Total DTS Sample (58/44/25)
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10
Satisfaction with ElectraLink service - DTS sample
SCORE 8+ (Out of 10)
1 = Not At All Satisfied/ 10 = Extremely Satisfied
‘Big 6’ suppliers*
Other companies
% Change
vs. 2013
% Change
vs. 2013
Overall Rating
83
+3
63
-3
Overall Professionalism
83
-17
67
-7
Technical competence
83
-17
67
-7
Valuable expertise
resource
83
-17
60
-1
Being easy to deal with
67
-33
65
-1
Being responsive
67
-13
63
-11
Being Highly Efficient
67
-33
50
-21
50
-5
Understanding your
business
50
-30
Communicating Clearly
50
-30
62
-6
Declines in perceived efficiency come across company types. Other
declines with the Big 6 are attributable to 1 or 2 people being less positive.
Base: ‘Big 6 suppliers (6/5), Other companies (52/38)
*Caution: Low base size
The ‘Efficiency’ question – some context from the
quantitative survey
In 2014 scores given for ‘Being
highly efficient’ fell to their lowest
point after being relatively high in
2013.
Rating for “Being highly efficient”
1= poor, 10= excellent
Mean score
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!
7.95
7.26
8 to 10
52
74
6 to 7
29
1 to 5
7
19
19
2013
2014
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)
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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
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Average rating of main service areas
DTS sample
No. of attributes
rated
Mean score
2014
No. 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
Service Area
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.
Base: All rating each attribute
*Change compared only on ratings in both 2013 and 2014
** Caution: Low Base
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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
•
•
Current gateways performing (surprisingly) well given their age
Most are aware of 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)
Timing will have to fit in with other internal plans e.g. re-siting of a server facility
16
Transformation of the DTS
How much already know:
Stage organisation has reached:
Know a lot
24%
Know something
47%
Not aware
29%
Base: DTS sample
(58)
Completed
10
46
In progress
44
Not yet started
Base: Those aware (41)
Has service improved:
Improved
22%
Stayed same
78%
Got worse
0%
Base: Change completed/
in progress
(23)
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.
17
DTS
Key action areas
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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.
DTS - 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
Website
Web Tools
workshops
Ensure ElectraLink proactively take the lead in co-ordinating &
communicating with all parties involved in any on-site visits/ access
Introduce some industry discussion e.g. keeping users informed about
big industry issues. Target audience – GOMs?
More of the same. Keep everyone informed, regularly.
Gateway
transformation
Allay concerns about ‘remote’ options e.g. Disaster Recovery,
accessibility etc.
Industry profile
Raise 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?
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Any questions?
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Jon Wilkins
Director
[email protected]
Tel: +44 (0) 1926 424 518
Researchcraft Ltd.
62 Brandon Parade
Holly Walk
Leamington Spa
Warwickshire
CV32 4JE
United Kingdom
www.researchcraft.com