Transcript Simple TV Advertising Monitor

ElectraLink Customer
Survey
SPAA Presentation
R
25th November 2009
Research Method
Quantitative
Qualitative
71 x CATI Telephone
Interviews:
6 x 45 Minute Face-to-face Depth
Interviews:
27 SPAA
3 SPAA
44 DCUSA
3 DCUSA
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Combined Approach
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.
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•
Quantitative
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:
–
–
•
•
Qualitative
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.
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•
+
Rating Versus Other Organisations
Summary
Overall Satisfaction
Mean Score out of 10
Quantitative
Governance
Services
Mean
Score
Change
vs 2008
ElectraLink
8.32
+0.22
GEMSERV / MRASCO
ELEXON
6.76
7.33
-0.13
+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
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Base: All Who Use Each Company (Various)
* Asked of OFGAS in 2007
Satisfaction With ElectraLink Service
Summary
Mean Score out of 10
Quantitative
Governance
Services
Mean
Score
Change
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
7.79
+0.10
*Understanding The Service
Support Requirements Of…
Base: Total Sample
(71)
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* Wording changed in 2009
Satisfaction With ElectraLink Service
SPAA Sample
1 = Not at all satisfied
10 = Extremely Satisfied
Quantitative
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
Overall Rating
74
Overall Professionalism
85
Being Responsive
74
Being Easy To Deal With
85
Being Highly Efficient
67
-1
8.04
-0.05
Communicating Clearly
70
+2
8.07
+0.01
-18
7.37
-0.37
*Understanding The
Service Support
Requirements Of ….
44
* Wording changed from ‘Understanding The Business Needs Of …’ in 2009
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Base: Total SPAA Sample (27)
Quantitative
Summary Versus Previous Years
Comparisons are made only across those ratings present in all years shown:
Governance
Services
Survey
Year
Base
Average
(Mean Score)
2008
2009
68
71
4.30
4.33
No Of Ratings
Compared
26
26
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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.
Average Rating Of Main Service Areas
Governance Services Sample
Quantitative
No. of
Attributes
Rated
Mean
Score
2009
Attributes
Compared*
Change
Since
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
Service
Area
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Base: All rating each attribute
* Change compared only on ratings in both 2008 and 2009
Governance Services
Key Service Changes Since 2008
Quantitative
Change in mean score since 2008
Up
Overall helpfulness (of the DCUSA/
SPAA Helpdesk)
Down
+0.32
*How well ElectraLink manage the
year end audit process and AGM
-0.26
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
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*Caution: Low Base Size, Active Board members only (11)
NB: All other changes were less than +/- 0.20
Quantitative
SPAA - Key Service Changes Since 2008
Change in mean score since 2008
Up
Down
Quality of monthly Service
Performance reporting
+0.41
The management of user access
privileges (Website)
-0.34
Provision of meeting facilities
+0.34
Ease of use (Website)
-0.24
ElectraLink’s efficiency in
operating the annual voting
system
+0.24
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NB: All other changes were less than +/- 0.20
Qualitative
SPAA: Website
SPAA criticised for difficult to find some things
e.g. meeting papers – not intuitive
“a bit clumsy,
not very
engaging, a bit
tricky unless
you knew
where you
were going.”
“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.”
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•
Governance Services: Perceived
Improvement Over Past 12 Months
Improved
(A little/ A lot)
ElectraLink Service
Value For Money
Quantitative
Got Worse
(A little/ A lot)
14
1
6
1
Staff
30%
Quicker
20%
Website
20%
Base: All saying services improved
(10)
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Main reason given for perceived improvement in ElectraLink Service:
What Would Most Like ElectraLink To Improve On
Governance Services Sample
Increase their knowledge of other
industry work processes and
governance in order to develop and
maintain and enhance SPAA
processes.
No Improvements Necessary
/ Just Stay The Same
Quantitative
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.
41
24
Improve Website / Non-User
Friendly
Improve Documentation
4
3
More Named Contacts
3
Base: Total SPAA/ DCUSA Sample
Quality and timeliness of issuing
papers and documentation could be
improved.
(71)
There is nothing to improve on. The
service has been first class
We want more alternative contacts in
case our named contact is not
around.
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Increase Knowledge
Qualitative
Governance Services: some want ElectraLink to
be more proactive
“ElectraLink should & are playing a part in the Code
Review ... they have the experience in how it works”
•
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
“Smart metering – (ElectraLink
needs to be involved now, don’t
miss the boat”
•
•
•
“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”
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
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•
Qualitative
SPAA: Suggested Improvements
“The job is admin & change control, and they do that very well, can’t think of how it
could be better”
A heads up for new / smaller players on the big industry issues, to
alert them to potential impacts and issues – perhaps in a
newsletter?
“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”
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➨
ElectraLink Customer
Survey
SPAA Presentation
R
25th November 2009