Transcript Simple TV Advertising Monitor

Electralink Customer
Survey
DTS User Group Presentation
R
20th January 2009
Research Method
Combined Approach
Quantitative
Qualitative
CATI Telephone Interviews:
45 Minute Face-to-face Depth
Interviews:
46 DTS (GOMs/ CM’s)
R
6 DTS (GOMs/ CM’s)
Quantitative
+
Qualitative
Key Headlines
•
•
In all areas the high standards already reached by Electralink have been
consolidated further, with only limited suggestions for improvement. In particular,
the quality of service and people drive this. In turn, maintaining continuity is of
concern to customers.
Delivery of the DTS has gone from strength to strength, with a clear sense of
improvement over the past 12 months coming from a combination of initiatives
and service improvements (web tools, gateway reports, managing fault
situations).
For all 3 services, value for money is of no real issue, with the office move only
serving to re-enforce this view.
R
•
Rating Versus Other Organisations
Summary
Overall Satisfaction
Mean Score out of 10
Quantitative
DTS
Mean
Score
Change
vs 2007
Electralink
8.11
+0.06
GEMSERV / MRASCO
7.35
+0.35
Elexon
7.45
+0.85
National Grid
6.14
+0.47
*JOINT GAS OFFICE
N/A
N/A
OFGEM
6.36
+0.36
Xoserv
5.33
+0.08
R
Base: All Who Use Each Company (Various)
* Asked of OFGAS in 2007
Satisfaction With Electralink Service
Summary
Mean Score out of 10
Quantitative
DTS
Mean
Score
Change
vs 2007
Overall Rating
8.11
+0.06
Overall Professionalism
8.35
+0.40
Being Responsive
8.07
+0.58
Being Easy To Deal With
8.22
+0.59
Being Highly Efficient
7.98
+0.59
Communicating Clearly
8.02
+0.39
7.54
+0.59
7.26
+0.09
Understanding Your
Business Needs
Providing Valuable
Base: Total Sample
(46)
R
Expertise Resource
Quantitative
Summary Versus Previous Years
Comparisons are made only across those ratings present in all years shown:
DTS Survey
Year
Base
Average
(Mean Score)
2006
2007
2008
38
41
46
4.04
4.01
4.12
No Of Ratings
Compared
23
23
23
R
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.
Qualitative
Overall Impressions & Observations
•
•
•
Core roles are seen as secretarial and administrative, change management and
administration, and looking after the website - All done well, little that could be
improved.
The quality of the people is key to this - very approachable, helpful and
knowledgeable, open and appropriately friendly and proactive.
Happy to see Electralink move into new areas, as long as quality of service is not
compromised.
Contact lists:
–
Need to be up to date
–
Online less complicated than spreadsheets, and slightly preferred
R
•
Overall Impressions & Observations
Continued
Helpdesks – generally very good
–
–
–
•
•
•
Many don’t recognise the idea of a helpdesk – deal with their contacts
Email best for concise enquiries, telephone otherwise (for immediate response/
acknowledgement)
Some confusion between EDS and Electralink helpdesks (smaller supplier)
Newsletter – Some got it, most said they didn’t, most valued/ would value it.
Value for money - generally seen to be very good, raised by only one respondent as
an issue.
Mainly seen as at least as good as, and sometimes better than similar industry
organisations.
R
•
Qualitative
Qualitative
Electralink’s Key Strengths
Open and co-operative attitude, working in support of the industry, in partnership
with it (very approachable, helpful and knowledgeable).
“Very independent, give lots of helpful advice on
how various clauses & processes work .. very
helpful in an explanatory way … the ways in
which the constitution works.”
•
“Suggesting possible service improvements - we may be covering
them internally, but it’s always good to see them thinking about this
and putting them forward. … (Electralink is) consultative – less
formal than other organisations – canvassing opinion before they
put something out for impact assessment. Even they’re income
generating, it says they are thinking about how to improve the
service.”
Very good communication and administration skills. Helpful, efficient and timely
communication in support of:
–
Meetings & events, including user groups, board meetings, expert groups etc.
–
Fault situations, outages/ downtime etc.
“They send out newsletters, documentation – they
keep us informed. If something goes wrong it’s
usually if someone’s not read things. … They’re very
proactive. They take note of anything that doesn’t
work – change their process .”
“There’re lots of emails … But it’s relevant stuff.
You can’t complain don’t know what’s going on. …
I want it … I’m a fan of being told things, and
deciding if I need to know. .”
R
•
Qualitative
Electralink’s Key Weaknesses
•
Very few raised, often relatively minor or transient issues e.g. A recent failure of
both the main and back up gateway.
“… It happened late in the afternoon, and we have agreed service standards with our customers that we have to
return meter readings by 1am on the day after they are taken … we were prepared to be on site 24/7 to enable the
engineer to come in … their response was 9am the next morning ... we were looking for more than that. I know it’s
EDS on behalf of Electralink, but in my head it’s Electralink … We want 24 hour service for something as extreme as
this – both the main gateway and the backup failed, and therefore we had no service. It’s very rare, I would have
expected them to drop everything.”
Outsourcing of IT/ Data Processing (particularly offshore)
–
Not seen to be Electralink’s problem necessarily, but makes any process where
access to hardware is involved more difficult and complicated.
–
Effective lines of communication key – gaining permissions/ co-operation can be
complex and difficult.
“We had a bit of a problem around scheduled maintenance
downtimes, but to be honest that was more our problem,
making sure the internal contacts knew about it …. people in
India. We put some additional people on the contact list that
comes out from Electralink – it’s better now.”
“We don’t house the gateway – it’s offsite in a data
centre. That’s one of the issues, it’s a real nightmare
getting permissions for people to see the gateway …
Everything is virtually outsourced.”
R
•
Qualitative
Electralink is generally felt to be at least as good as, and in
most cases better than, other industry bodies – but hard to compare
“Technically, the performance we get out of data
transfer network gives us less issues than the
gas equivalent .”
“xxxx – is not user friendly. … Don’t keep email
circulation lists as up to date.”
“They compare very favourably to xxxx - xxxx are a bit top heavy, a
huge business. xxxx could probably benefit from some process reengineering and could streamline things .”
“could think of couple of things xxxx could lean
from Electralink! … Electralink has a better website.”
“My personal opinion is that Electralink is much better. The
xxxx & xxxxx processes can be overbearing at times, and
change management is once a month. But they are different,
it’s hard to compare directly … DTS is techy, and the others
are legal. If the DTS makes a change, it’s not likely to affect
your business processes. And it tends to be at the end of the
other processes.”
•
Elexon & MRASCo – have workshops for new market participants – an introduction
for new people.
One small supplier had a different view, reflective of their knowledge and
experience of Electralink in comparison to other electricity industry bodies:
“It would be good if they were as informative as xxxx or xxxx – I know so much
more about them than Electralink. What do they (Electralink) do other than sit there
& run a server? .”
R
•
Quantitative
+
Qualitative
The Office Move
•
•
•
The majority are aware of the move, with DTS customers slightly less so.
Although response is generally positive, only a minority feel it has improved their
opinion.
The main positives are its central location, and good quality, efficient, effective
offices that are not over the top.
With no impact on perceptions of value for money
“They’re practical offices, good
central location (which is
important), functional. No issue.
They’re very conscious of their
costs.”
Other positives include the good meeting room and catering, Internet access, and
the opportunity to dial in to take part in meetings (one person wondered if video
conferencing would be possible).
R
•
•
R
Focus On The DTS
Quantitative
+
Qualitative
DTS - Key Headlines
•
•
Perceptions of Electralink have, if anything, strengthened further, still rated well
ahead of other organisations.
Its strengths are the efficient, fast and professional service it provides and good,
responsive communication at all levels – particularly the Helpdesk.
There is a strong sense of improvement over the past 12 months, particularly
amongst GOM’s (but also CM’s):
–
–
–
–
•
•
New web tools (but could be made more visible)
Gateway reports
Fault situations
Value for money
There is some confusion between the EDS and DTS Helpdesks and some feeling
that levels of expertise might be in decline.
Otherwise, very limited opportunities for improvement.
R
•
DTS: Perceived Improvement Over Past 12
Months
Quantitative
% Improved a little/ a lot
Total DTS
Sample
Electralink Service
Value For Money
DTS
CM’s
22
9
DTS
GOM’s
8
38
13
8
Facilities/ Web tools have improved
60%
Base: All saying services improved
(10)
R
Main reason given for perceived improvement in Electralink Service:
Average Rating Of Main Service Areas
DTS Sample
Quantitative
Mean
Score
2008
Attributes
Compared*
Change
Since
2007*
All Ratings
29
4.13
23
+0.10
DTS Web Tools
8
4.26
4
+0.09
Electralink Helpdesk
5
4.24
3
+0.09
The DTS Itself
5
4.19
5
+0.15
Electralink Reporting Tools
4
4.14
4
+0.10
Electralink Services
6
4.06
5
+0.19
Gateway Connection
5
4.05
1
+0.09
EDS Helpdesk
3
4.01
3
+0.14
Electralink Website Overall
5
3.92
4
+0.06
Service
Area
Base: All rating each attribute
* Change compared only on ratings in both 2007 and 2008
R
No. of
Attributes
Rated
Quantitative
DTS - Key Service Changes Since 2007
Change in mean score since 2007
The content of the daily gateway reports
+0.40
The value for money the DTS provides your organisation
+0.36
Managing fault situations
+0.29
The quality of written communications (including operational emails)
+0.26
Being able to meet the needs of your current business
+0.25
Being able to cope with the needs of your business in the future
+0.24
The quality of response you receive from the EDS helpdesk
+0.23
Being kept up to date (on the Electralink website)
+0.22
The content and format of the Electralink newsletters
+0.22
There were no decreases of more than - 0.16
R
NB: All other changes were less than +/- 0.20
How Well DTS User Group Provided Feedback On
Topics And Issues Raised At The DTS User Group
Quantitative
15% are elected members of the DTS user group*
Electralink
Feedback
35
Very Well
Quite Well
26
50
Not Very Well
Not At All Well
User Group
Reps Feedback*
46
13
2
Mean Score
24
4
1.02
0.65
*New questions added in 2008
R
Base: Total DTS Sample (46)
Quantitative
Awareness & Claimed Uptake Of New Initiatives
Ability To Re-collect Files
Previously Delivered
13
9
Ability To Upload Bulk
Search Requests Into Audit 2
20
Enhanced MPAN Search
Facility In Audit
2
15
59
20
59
20
59
11
17
7
43
13
30
0
Unaware
26
15
13
Ability To See No. Of
Instances Of A Flow Within
A File (Within Audit)
New Gateway Summary
Screen Within ACMT
24
7
Ability To Identify Files
Held In EMS (Audit Tool)
Technology Refresh
Programme
Aware &
Aware But
Planning To Not Planning
Use
To Use
11
11
59
65
72
R
Already
Using
Qualitative
DTS – Possible improvements
➨
Helpdesk– logging of email queries
➨
Attention to detail on Gateway reports
➨
Continuing focus on lines of communication – sometimes there are multiple
parties on the client side, which can create confusion.
–
➨
➨
➨
For Electralink to be aware of, and electricity industry parties to manage?
Consider ways to make all web tools equally visible on the front page
More flexibility over the nature of the housing of the gateways – to fit with client’s
/ client's contractor’s corporate style (feels out of step with Electralink in other
arenas – inflexible and unreasonable)
‘Introduction to Electralink’ / DTS – could this be available more often (?) via
workshops / or on website? For people new to the role and to Electralink
“Come & talk to us – tell us what they do. I spoke to xxxx (predecessor in the role) – he’d never met
anyone from Electralink – I thought this was odd. An induction would be useful.” (Small supplier)
One was aware of a possible change to a web-based service coming well down
the line?
R
➨
R
Conclusions
Quantitative
+
Qualitative
Conclusions and Next Steps
•
High existing standards maintained or improved.
•
Core to this is efficient, responsive service epitomised by Helpdesks and
general communication and management.
•
Limited yet specific suggestions for improvement.
•
The wider challenge:
➨ Maintaining continuity of expertise at an individual level whilst still being
R
seen to be proactive and moving the service forwards.
Electralink Customer
Survey
DTS User Group Presentation
R
20th January 2009