Transcript Document
2013 Customer Survey DTS User Group Presentation
Prepared for: 14
th
January 2014
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A two stage research approach, using a mixed mode approach for the first time.
Stage 1: Quantitative
• • • •
15 - 20 minute survey
Sample of ElectraLink stakeholders recruited from a supplied list.
43 interviews A ‘mixed mode’ methodology consisting of both telephone (13) and online (30) interviews.
Fieldwork took place between 3 rd and 25 th September 2013.
2 Stage 2: Qualitative 6 x 45 minute in depth interviews
(with 2 further • • • interviews reserved for data services feedback) Face to face interview conducted at place of work 6 customers of ElectraLink • 5 GOMs • 2 CMs Fieldwork took place between 15 th October & 5 th November 2013
DTS – Key headlines
• • • •
For most the service remains professional & efficient “ticks over smoothly”. The helpdesks & communication are already seen as near optimal.
Overall satisfaction scores amongst companies outside the ‘big 6 suppliers’ have declined YOY. This reflects less positive ratings in general amongst these companies rather than increased criticism or dissatisfaction.
-
Only 1 person claimed service had become worse, due to an issue with submitting files of a certain size.
ElectraLink is still seen as striving for improvement, in particular:
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Greater transparency Technical improvements – mainly around web tools & reporting tools
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Expertise
-
Clear communication There is still some desire for enhancements regarding Gateway services & the website, although there has also been evidence of perceived improvement in both of these areas as well.
DTS
SCORE 8+ (Out of 10) 1 = Not At All Satisfied/ 10 = Extremely Satisfied 1 = Poor/ 10 = Excellent Value For Money Overall Rating 87 Value For Money 85 68 71 60 78 27 30 27 43
Phone only
84
Phone & online
67 37 35 77% Phone 63% Online 38% Phone 33% Online 2007 2008 2009 2010 2011 2012 2013 Although value for money perceptions are unchanged, there has been a decline in the proportion rating ElectraLink 8 or more out of 10 overall.
This decline is mirrored by scores for both ELEXON & Gemserv.
Base: Total DTS Sample 4
DTS
SCORE 8+ (Out of 10) 1 = Poor 10 = Excellent ElectraLink 87 ELEXON 68 71 59 42 40 8 7 2007 48 29 14 2008 41 26 25 16 2009 Gemserv 85 59 48 19 12 2010 78 58 46 43 25 OfGem
Phone only Phone & online
National Grid 84 65 58 33 24 67 50 48 40 35 2011 2012 2013 We have seen a corresponding decline in perceptions of ELEXON & Gemserv amongst ElectraLink’s DTS customers.
Base: All dealing with each organisation 5
ElectraLink Overall Rating DTS Sample
1 = Poor 10 = Excellent
Mean Score (out of 10) 8.02
8.51
7.90
8.31
9.00
8.09
7.89
8.61
8 to 10 67 84 63 77 80 73 66 87 6 to 7 1 to 5 26 7 14 2 2013 2012
Total Sample
30 7 15 8 Online Phone
2013
20 27 2013 2012
Big 6 suppliers
26 8 11 2 2013 2012
Other companies ‘Other’ companies have become less positive than a year ago, pulling down overall satisfaction levels. By contrast, Big 6 companies are notably more positive.
Base: Total Sample (DTS) (43) (57) (30) (13) (5) (11) (38) (46)
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Reasons for giving overall rating of ElectraLink
%
Service efficient/ professional Generally happy with service Timely/ prompt/ responsive Positive mentions of staff e.g. helpful Good/ clear/ appropriate communication Any positive helpdesk Knowledgeable/ experts
Total sample 5 7 7 14 12 26 26 0 0 0 0 0 Rated 1 to 7 7 29 Rated 8 to 10 7 7 10 17 21 24 38
Negative communication comments
5 7 14 0
Not enough dealings to comment
14 21 10 The efficient, professional & responsive service are the main qualities supporting higher satisfaction levels. The main negative comments relate to communication.
Base: Total DTS sample (43), Overall rating of 1 to 7 (14)/ Overall rating of 8 to 10 (29)
Reasons for level of Overall Satisfaction with ElectraLink – a selection of comments
“At times ElectraLink do not realise that users might have other priorities and as such would prefer to park DTS issues. We have also had some problems in ensuring new contract arrangements are fully understood by both parties and this had given rise to excessive reviews to complete process .” “I find ElectraLink a little remote from my business as a small supplier compounded because the interface to the DTN is through a third party provider. I think ElectraLink should be visible at industry meetings and engage with industry members more directly. They need to be more proactive and flexible in bringing change to the industry .” “All questions are answered in a timely and efficient manner and any suggested improvements / changes always receive full consideration and are fully debated .” “To keep informed: The volume of information that needs to be read and understood keeps increasing and this volume needs to be kept, where possible, to a minimum, but clearly, information is important so should be imparted with clarity .”
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Improvement on ElectraLink services over past 12 months
“Improved”
“From my perspective, although the core operational service is perceived to have remained pretty much the same (which is already to a high standard), improvements made to the Webtools e.g. the ability to save audit queries has further enhanced the management of the DTS .”
Improved a lot Improved a little Stayed the same
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Got a little worse Got a lot worse
2 0 12 84
“Stayed the same”
“The management has been excellent now for a number of years providing both a dependable and effective service. Saying it's not improved this year is not a criticism - it's a confirmation of an on-going high level of service .”
“Got worse”
“The incident with trying to submit over 5meg. (We have had a number of outages on the gateway in the last 12 months, we could not transmit files over 5meg).”
9 Although satisfaction scores are less positive than 2012 only one person interviewed felt that ElectraLink services had got worse in the past year.
Base: Total DTS Sample (43/30/19)
Reasons feel that ElectraLink has improved/ stayed the same/ got worse
%
Service is consistent/ always good Have not noticed any changes Transparency Technical improvements Gradually improved/ strived to improve Consistent (no detail) Any miscellaneous
Total sample 2 5 7 9 12 16 21 Improved a lot/ a little 17 17 17 33 33 Stayed same/ got worse 22 19 3 11 11
Have little contact with them/ new to post Don't know/ not answered
14 21 16 24 The main perceived improvements relate to greater transparency, technical advances and a general willingness to improve.
Base: Total DTS sample (43), Improved (6)/ Stayed the same/ got worse (37) 10
Satisfaction with ElectraLink service
SCORE 8+ (Out of 10) 1 = Not At All Satisfied/ 10 = Extremely Satisfied Overall Rating Overall Professionalism Technical Competence Being Responsive Providing Valuable Expertise Resource Being Highly Efficient Communicating Clearly Being Easy To Deal With Understanding Your Business Needs Base: Total DTS Sample
67 77 77 74 74 74 70 58 70
(43) Change vs. 2012
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Change 2012 vs. 2011
+6 -11 -1 -5 -5 N/A +1 -9 +4 -9 -12 -5 +15 +3 +12 +8 +6
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Satisfaction with ElectraLink service DTS sample
SCORE 8+ (Out of 10) 1 = Not At All Satisfied/ 10 = Extremely Satisfied ‘Big 6’ suppliers* % Change vs. 2012 Overall Rating Overall Professionalism Being easy to deal with Being Highly Efficient Technical competence Valuable expertise resource Understanding your business Communicating Clearly Being responsive
80 80 80 80 100 100 100 100 100 +7 +18 +18 +55 +27 +36 +16 +7 -11 66 74 66 71 74 61 55 68 74
Other companies % Change vs. 2012
-21 -15 -17 -5 -11 -15 -8 -12 -2
‘Other’ companies are less happy this year with the degree of professionalism, being easy to deal, expertise & communication.
Base: Total DTS sample (43/ 57), ‘Big 6 suppliers (5/11), Other companies (38/46) *Caution: Low base size 12
Average rating of main service areas DTS sample
Service Area All Ratings
ElectraLink Helpdesk HP Helpdesk Gateway Connection The DTS Itself DTS Web Tools ElectraLink Services ElectraLink Reporting Tools ElectraLink Website
No. of attributes rated 42
5 3 4 3 14 4 5 4
Mean score 2013 4.15
4.53
**2.83
4.17
4.14
4.32
4.14
4.31
3.89
No. of attributes compared* 40 Change vs.2012
+0.14
5 3 4 3 12 4 5 4 -0.08
-1.72
-0.23
-0.25
+0.14
0.00
+0.18
-0.19
The Helpdesk remains the most valued service area, with the DTS itself, Gateway Connection & Web tools all rated highly as well. The web tools & reporting tools have helped most to support a sense of improvement.
13 Base: All rating each attribute *Change compared only on ratings in both 2012 and 2013 ** Caution: Low Base
DTS – key service delivery changes
Key changes in mean scores Largest improvements Webtools:
MDD Validation On Sent Files
Webtools:
MDD Validation On Received Files
Webtools:
Enhanced Validation Reporting
Reporting Tools:
User Performance Reports
Largest declines
Being Clear And Easy To Login As A User
(website) DTS
Overall Overall capacity of the
Gateway Connection Webtools:
RESUBMISSION & RECOLLECTION Tools Being Able To Cope With Needs Of Future Business (
DTS
) Changes of less than +/- 0.25 not shown * Changes based on <10 respondents not shown
Change vs 2012
+0.95
+0.77
+0.30
+0.29
Change vs 2012
-0.41
-0.39
-0.34
-0.26
-0.25
Main ‘eyesores’
2012 2013 % RATED POOR: Ease of use of the website DTS Overall Being Able To Cope With Needs Of Future… 0 Overall Capacity Of The Gateway Connection 0 0 Providing A Data Transfer & management… Having Flexibility To Integrate gateway With… Quality Of Service From Gateway Connection 0 Managing DTS Fault Situations The Quality Of Written Communications Being Proactive In Suggesting Improvements 2 2 2 2 2 2 2 5 5 5 2 5 4 5 6 8 NO LONGER POOR: Being kept up to date (website) Using terminology that is easy to understand 0 0 4 NB: 1 of the 2 rating the HP Helpdesk also rated all 3 attributes as ‘poor’ in 2013.
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Gateway connections
“The technology refresh last year was managed brilliantly.”
RUG users File size Flat file formats Real-time data transfer Daily gateway report
• • No visibility of who else is using & how much Higher volume limits would help – raised with ElectraLink but not heard anything back yet • One example, but resolved satisfactorily • • • Existing users say it works well for now Some appetite for XML or other enhanced formats from colleagues Uncertainty about requirements for Smart • • Not calling for it yet Potentially of value to ‘senior’ influencers (marketing needs) • Invaluable
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Introduction of new Gateway options
How much already know: Concerns about proposal:
Know a lot Know something Not aware Base: DTS sample 9% 47% 44% (43) None Cost Other Base: Those aware 75% 17% 8% (24)
How found out about proposal:
ElectraLink consultation DTS Operations Report User Group Other
8 8 21 63
From a risk perspective, disruption to service, however I have every confidence that the changes would be managed in a professional manner with minimal disruption as was proved during the Hardware upgrade project.
The cost & complexity of the proposal.
Base: Those aware (24) Awareness of the proposal is still growing. Most have no concerns, with cost the only specific issue mentioned by more than 1 in 10.
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Social media – evolution, not revolution
ElectraLink is not a consumer brand. We need to acknowledge where our customers are and how social media meets the business needs they have.
Digital generation 17 Mainstream (dinosaurs) Some (not all) are here in terms of their personal use.
Most are here in terms of their perceived need within their business lives (even our younger respondents).
“The worst thing ElectraLink could do is to say we’re going to migrate all our communication through Yahoo or Facebook… If they want to duplicate so there’s 3 routes to communication that’s fine. But
don’t make me
use it.”
What are the boundaries?
Recognising that social media is only likely to become more relevant, we should start small, simple & focused, but not move quicker than users can or want to.
What’s appropriate?
What’s not?
• • For certain notifications Company profiles • • • • Business credible/ acceptable Updates/ news Company profiles Networking/ connections • • • Alerts Not strictly social media But keeps in tune with mobile digital lifestyles
NB: No-one really sited good examples because they simply don’t yet make much use of social media!
• For friends/ consumers • •
Avoid:
Doing it for the sake of it Letting it replace essential communication channels that work efficiently already
Bad example:
• “The huddle!
• Over-complicates communication, forced, gets in the way of conventional comms channels.
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DTS – Conclusions & action areas
Across both stages of research a number of action areas or considerations for future development were highlighted. These were largely expressed as ‘fine tuning’ rather than serious problems: Digital communication
• •
Can & should the website be re-developed to become a more effective communication tool?
Potentially including the gradual introduction of optional social media channels e.g. LinkedIn/ Twitter.
Web tools
• • •
Continued desire to see flow content within the Audit tool.
Expectations of a tool to help with Smart UPRNs.
Web tools workshops for newcomers, refreshing, & for updates/ enhancements.
Gateways
• •
Appetite for higher volume limits & greater visibility of who is using at any one time amongst smaller users.
Continue to roll out new Gateway options.
Communication
•
Strive to keep minimalist, without losing ability to access essential detail easily when it is needed.
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
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