2Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe
Contents
1. Research set up
2. Key Performance Indicators of Customer Satisfaction
3. Evolution of customer satisfaction regarding image
4. Conclusion: Strengths to maintain and priorities to improve
4Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe
• Every 2 years, Elia measures the customer satisfaction level among its key stakeholders:
• DSO - Distribution System Operators• Grid users• Producers• ARP’s - Access Responsible Parties• Users’ Group - members of the Users’ Group• Telecom operators
• The main objectives of this survey are:• providing an overview of the KPI’s of service quality and their evolution over time• identifying strengths and weaknesses among the different stakeholders in order to further
optimize the customer relationship.
Objectives
5Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe
• Target group: stakeholders / partners of Elia
• Elia provided a database with 508 contact persons.
• Elia has sent an announcement e-mail to all these contact persons in order to introduce the survey and to motivate them to participate.
• Methodology: telephone interviews between 7-23 December 2016.
• Sample: we conducted n=252 interviews
• Very high net response: 87% (same as 2014)• Average interview duration: 12 minutes.
Methodology
Number of contacts available in database
Number of interviews realized Reach
DSO 58 24 41%
Grid users 244 142 58%
Producers 74 34 46%
ARP 88 25 28%
Users' Group 23 15 65%
Telecom 21 12 57%
TOTAL 508 252 50%
Key Performance Indicators of Customer Satisfaction SAT indexCustomer Effort ScoreBenchmarksSegmentation
7Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe
ELIA Satisfaction IndexAfter the improvement of the client relation between 2012 and 2014 the satisfaction index now levels off at 67.
58 5767 67
2009 2012 2014 2016
LOWsatisfaction
VERY HIGH
satisfaction
MEDIUMsatisfaction
Base: Total
(n=160) (n=160) (n=250) (n=252)
8Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe
ELIA Satisfaction IndexAll stakeholder groups balance around the average index of 67, with the exception of DSO which obtains a remarkably lower score.
67 6069 63 69 67 69
2016 DSO GRIDUSERS
PRODUCERS ARP USERS’GROUP
TELECOMGROUP
LOWsatisfaction
VERY HIGH
satisfaction
MEDIUMsatisfaction
Base: Total
(n=252) (n=24) (n=142) (n=34) (n=25) (n=15) (n=12)Low base! Low base!
9Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe
ELIA Satisfaction IndexThe satisfaction index is stable for Grid Users and ARP. A slight decrease is noticed among DSO, Producers and the Users’ Group. High satisfaction among the Telecom Group.
67 6069 63 69 67 69
2016 DSO GRIDUSERS
PRODUCERS ARP USERS’GROUP
TELECOMGROUP
LOWsatisfaction
VERY HIGH
satisfaction
MEDIUMsatisfaction
Base: Total
(n=252) (n=24) (n=142) (n=34) (n=25) (n=15) (n=12)
-4
+2-6
-1 -6 n.a.
-+ compared to 2014=
=
Low base! Low base!
10Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe
ELIA Customer Effort ScoreThe ease of doing business with Elia remains at the same, high level as in 2014.
DIFFICULTcollaboration
EASYcollaboration
NEUTRAL
(n=250) (n=252)
Q2.2Base: Total
72 72
2014 2016
11Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe
ELIA Customer Effort ScoreThe majority of the stakeholders still perceive the collaboration with Elia as “easy”. Grid users are even more convinced than in 2014. The collaboration with DSO remains difficult. Even more difficult than in 2014.
5872 74 74 72 70 73
2016 DSO GRIDUSERS
PRODUCERS ARP USERS’GROUP
TELECOMGROUP
(n=252) (n=24) (n=142) (n=34) (n=25) (n=15) (n=12)
=
-4
+3 -1 -3 -5 n.a.
-+ compared to 2014=
DIFFICULTcollaboration
EASYcollaboration
NEUTRAL
Q2.2Base: Total
Low base! Low base!
12Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe
Awareness of ELIA Users’ groupThe awareness of Elia Users’ group decreased amongst Grid Users and Producers.
Q3.9Base: Total, excl. Users’ Group & Telecom Group
44%
67%
34%41%
60%
2016 DSO GRIDUSERS
PRODUCERS ARP
(n=225) (n=24) (n=142) (n=34) (n=25)
-+ compared to 2014=
-11
-1
-12
-24
-3
Significant increase compared to 2014Significant decrease compared to 2014
13Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe
ELIA’s stakeholders are as satisfied as in 2014
The satisfaction index stabilizes at 67. However, Elia should consolidate its customer service in order to reach the threshold of 70.
• Satisfaction index is at the same level as in 2014.
• All stakeholder groups balance around the average index of 67, with the exception of DSO which obtains a remarkably lower score.
• Elia’s stakeholders remain more satisfied about their cooperation with Elia than about their relation with [Confidential].
• The ease of doing business with Elia remains at the same, high level as in 2014. The collaboration with DSO remains difficult.
15Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe
76
43
38
33
37
42
28
77
47
41
40
40
36
31
2014 2016+1%
+4%
+3%
+7%
+3%
-5%
+3%
Evolution of customer satisfaction about ImageRegarding image, very stable results compared to previous measurement.
Q3.11Base: Total, excl. don't know (Base 2016: n=248 – Base 2014: n=248)
Elia’s expertise
Elia’s role at European level
Elia’s efficiency
The extent to which Elia innovates/renews
The customer-orientation of Elia
The extent to which Elia acts impartially
Elia’s flexibility
% Top 2 scores (Excellent + Very good)20% 80%
*Excluding Telecom group
net score(2016-2014)
Significant increase compared to 2014Significant decrease compared to 2014
17Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe
Introducing you to the new priority grids
IMP
OR
TAN
CE
(inde
xed
corr
elat
ion
coef
ficie
nt)
PERFORMANCE(% Excellent + very good)
STRENGTHS TO BE HIGHLIGHTED
MAINTAIN CURRENT PERFORMANCE
PRIMARY PRIORITIES TO IMPROVE
SECONDARY PRIORITIES TO IMPROVE
Aspects with a high impact on the customers’ overall evaluation, but with below average performance.
Focus on these aspects in order to improve the overall customer loyalty
Aspects with a below average performance, but with little or no impact on overall evaluation of Elia’s service quality.
Improve these aspects if there are sufficient resources available
Aspects with a high impact on the customers’ overall evaluation and with an excellent, above average performance.
These are key strengths which drive your SAT index, so they should be highlighted in communication
Aspects with above average performance, but without impact on overall evaluation of Elia’s service quality
Keep these strengths as you are performing already very well
18Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe
How to read the next slides? This type of slide was created for each client group.
All aspects are ranked from most important to least important.
All items are marked in a colour which refers to a certain process (or chapter in the survey):
GENERAL IMAGEPRODUCTS & SERVICESTARIFFSCOMMUNICATION / INFORMATIONSTAKEHOLDERS INVOLVEMENTKEY ACCOUNT MANAGERELIA USERS’ GROUP
STRENGTHS TO BE HIGHLIGHTEDPRIMARY PRIORITIES TO IMPROVE
Aspects with a high impact on the customers’ overall evaluation, but with below average performance.
Focus on these aspects in order to improve the overall customer loyalty
Aspects with a high impact on the customers’ overall evaluation and with an excellent, above average performance.
These are key strengths which drive your SAT index, so they should be highlighted in communication
19Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe
USERS’ GROUP
GENERAL IMAGE
PRODUCTS & SERVICES TARIFFS COMMUNICATION/
INFORMATIONSTAKEHOLDERS INVOLVEMENT
KEY ACCOUNT MANAGER
ELIA USERS’GROUP
STRENGTHS TO BE HIGHLIGHTEDPRIMARY PRIORITIES TO IMPROVE
Users’ Group is positive about Elia’s way of sharing information (hub, website and workshops). Elia earns respect for their expertise and
role at European level.
Users’ Group is positive about Elia’s way of sharing information (hub, website and workshops). Elia earns respect for their expertise and
role at European level.
The majority of the User Group members disagree that Elia acts impartially. Other major points of attention: taking into account
feedback received from members of the Users’ Group. A possible quick win is better communication about organization and agenda of
the Users' Group.
The majority of the User Group members disagree that Elia acts impartially. Other major points of attention: taking into account
feedback received from members of the Users’ Group. A possible quick win is better communication about organization and agenda of
the Users' Group.
The new Customer Hub web portal including easy access to your contracts and invoices
Elia’s expertise
The information provided on Elia’s website and its clarity
Elia’s role at European level
The quality of the workshops Elia organizes
Functioning of Users' Group, including the different working groups
The extent to which Elia acts impartially
The price/quality ratio for connection to the grid and access to it
Impact you have as a member of the Users' Group on the design of the products
The way in which Elia takes into account feedback it receives from its stakeholders
Communication about organization and agenda of the Users' Group
The way in which Elia adapts to ongoing digitalization
20Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe
USERS’ GROUP: Enthousiasts vs. Dissatisfieds
GENERAL IMAGE
PRODUCTS & SERVICES TARIFFS COMMUNICATION/
INFORMATIONSTAKEHOLDERS INVOLVEMENT
KEY ACCOUNT MANAGER
ELIA USERS’ GROUP
ENTHOUSIASTS% excellent + very good
8%
7%
20%
14%
14%7%
0%13%
7%20%
13%7%
33%13%
8%
29%64%
29%
DISSATISFIEDS % not so good + bad
Q3Base: Users Group, excl. don't know - Attention: small sample size. Indicative results
The new Customer Hub web portal including easy access to your contracts and invoicesElia’s expertise
The information provided on Elia’s website and its clarityElia’s role at European level
The quality of the workshops Elia organizes Functioning of Users' Group, including the different working groups
The actions taken by Elia to keep imbalance prices under controlCommunication about organization and agenda of the Users' Group
The clarity with which Elia communicatesThe themes which Elia assesses within the Users’ Group
The extent to which Elia innovates/renews The relevance of the information Elia sends you regarding your tasks and roles
The possibilities to express your opinion about projects, products or contracts of Elia The proactivity with which Elia communicates
The consultation carried out by Elia (tariffs for 2016-2019)Elia’s efficiency
The customer-orientation of EliaThe way in which Elia adapts to ongoing digitalization
Openness to dialogue and discussion within the working groups of the UGThe frequency of informative emails that Elia sends you
The price/quality ratio for connection to the grid and access to itElia’s flexibility
The consultations of Elia to collect your comments about changes to products or contracts The clarity of the structure of the tariffs for connection and access to the grid
Impact you have as a member of the Users' Group on the design of the productsThe extent to which Elia acts impartially
The way in which Elia takes into account feedback it receives from its stakeholders
100%93%
83%75%
71%71%
67%60%60%60%
57%57%
50%50%50%
47%43%
40%40%
36%33%33%
31%25%
21%14%
7%