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

[email protected]