New Connections Presentation -August 2011

Customer Advocacy Study

New Connections Results

Net Promoter Scores August 2011

29 September 2011

New Connections – NPS August 2011

1

-4-3

3

-5

31

-14-13-17

-15

-22-20-23-18

-24-27

-13-6

-60

-40

-20

0

20

Jan Feb Mar Apr May June July Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug

NPS

Base: Total New Connections (601)

Total NPS for New Connections for August has again achieved a positive result (+1).

2010 2011

3 May 2023, Western Power Distribution, Page 2

63 3 2 3

95

13

24

12

20

72

126

14

23

10

20

2220

20

40

60

0 1 2 3 4 5 6 7 8 9 10

Total New Connections - August 2011 Total New Connections - 2011 YTD

Likelihood of Recommendation - All New Connections Total New Connections – August 2011 vs 2011 YTDQ: … on a scale of 0 to 10 where 0 means not at all likely to recommend and 10 means extremely likely to recommend, how likely is it that you would recommend … to a friend or colleague?

DetractorsDetractors Neutrals Promoters

%

Likelihood of Recommendation: 0-10 score

NPS:August 2011

12011 YTD -3

Base: Total New Connections; August 2011 (601), 2011 YTD (4894)3 May 2023, Western Power Distribution, Page

3

32

29303429

25

1820 22 2224 23 22

2723 25 25

32 32 30 31

3333313535

29

38

31

39

47 4640

47 45 43 44 4240 38

0

20

40

60

Jan Feb Mar Apr May June July Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun July Aug

%

PromotersDetractors

The proportion of Promoters has increased to 32% (its second best level to date), while the proportion of Detractors has shrunk to 31% (also matching its second best level).

Base: Total New Connections (601)

Likelihood of Recommendation - All New Connections Total New Connections – August 2011

2010 2011


Design And Estimating Stage

New Connections – Design And Estimating NPS Score January 2010 – August 2011

7537

-4-2

8

-2

10

-5-10

-14-12

-20-27

-18-22

-16-21

-27

-60

-40

-20

0

20


NPS

Total D&E

For the Design and Estimating stage, NPS continues to be strong in August (+7), this being the fourth consecutive month where rates have been positive.

Base: Total Design and Estimating (418)3 May 2023, Western Power Distribution, Page

6

4 3 2 2 3

104

13

24

14

21

52 2 2 2

106

14

25

12

20

0

20

40

60

0 1 2 3 4 5 6 7 8 9 10

Design and Estimating - August 2011 Design and Estimating - YTD 2011

Likelihood of Recommendation - Design And Estimating August 2011 vs 2011 YTDQ: … on a scale of 0 to 10 where 0 means not at all likely to recommend and 10 means extremely likely to recommend, how likely is it that you would recommend … to a friend or colleague?


%


Base: Total Design and Estimating; August 2011 (418), 2011 YTD (3235)

NPS:August 2011

72011 YTD 3


-60

-40

-20

0

20

40

Jan Feb Mar Apr May June July Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun July Aug

NPS

Mass Market Section 16 East Section 16 West

Base: Total Design and Estimating (418), Mass Market D&E (201), Section 16 East D&E (101), Section 16 West D&E (116)


New Connections – Design And Estimating NPS Score January 2010 – August 2011NPS ratings for Section 16 East and West customers both show exceptionally strong performance and have each reached new high points (+27 for East and +16 for West). By contrast, ratings for Mass market has seen a small decrease this month (+2 to -9).

-60

-40

-20

0

20

40


NPS

Mass Market East Mass Market West

Base: Design and Estimating Mass Market East (90), Mass Market West (111)3 May 2023, Western Power Distribution, Page

9

New Connections – Design And Estimating NPS Score Mass Market East And Mass Market WestMass Market East had been performing more strongly between May and July, but fell back sharply in August (+7 to -11), with ratings amongst Mass Market West customers staying relatively static.

7.47.7

5

6

7

8


Ease of completing theapplication processHandling of any queries duringyour application

Base: Total Design and Estimating August 2011 (418)

Mean Score

2010 2011


New Connections – Design And EstimatingRating of the handling of queries during application dipped very slightly from its peak level achieved in July but remains very strong at 7.7. Ease of completing the application process has remained the same at 7.4.

7.37.5

5

6

7

8


Availability of technicalsupport/advice throughout yourapplicationEase of communicating with theteam throughout your applicationprocess

Mean Score


Scores on communication and availability of technical support and advice both experienced a slight fall in comparison with last month, but are still maintaining the improved ratings over last year.

New Connections – Design And Estimating

2010 2011Base: Total Design and Estimating August 2011 (418)

7.4

7.3

5

6

7

8


Whether any potential legalissues were explainedthoroughlyTime taken to provide you withyour quote

Mean Score


Ratings on explanation of legal issues and on the time taken to provide a quote have both stayed relatively consistent since May this year.


2010 2011Base: Total Design and Estimating August 2011 (418)

Average scores for legal issues based on those answering

NEW CONNECTION DESIGN AND ESTIMATING August 2011

Total Design And

Estimating Total Mass Market

EastMass Market

WestSection 16

EastSection 16

WestThe ease of completing the application process 7.2 7.4 7.0 6.9 8.1 7.6The handling of any queries you had during your application 7.6 7.7 7.8 6.9 8.2 7.9The availability of technical support and advice throughout your application 7.3 7.3 7.0 6.5 7.8 7.7The ease of communicating with the team throughout the application process 7.6 7.5 7.4 6.7 8.2 7.7Whether any potential legal issues were explained thoroughly 7.2 7.4 7.6 6.2 8.0 7.8The time taken to provide you with your quote 7.2 7.3 7.2 6.9 7.7 7.4

Mean score across all services 7.4 7.4 7.3 6.7 8.0 7.7

2011 YTD


Section 16 East was the strongest performer across all dimensions, particularly on the handling of any queries and ease of communicating with the team during the application process.


Base: Total Design and Estimating (418), Mass Market East D&E (90), Mass Market West D&E (111), Section 16 East D&E (101), Section 16 West D&E (116)

No problems

Administration

Communication

Value

Speed

Base: All Design and Estimating who gave a positive response (306)3 May 2023, Western Power Distribution, Page

14

New Connections – Design And EstimatingPositive ExperiencesPositive comments at the Design and Estimating stage continue to reflect the speed with which quotes are received. There is also a strong bank of positive feedback now on communications, with the proportion of positive comments in this area increasing from 23% in July to 39% in August.


New Connections – Design And Estimating“They were so helpful, quick, attentive and contacted me back when they were supposed to. I thought it was going to be a nightmare initially but all turned out very well, so I would definitely recommend them and their services to others”

Section 16 East

“They were good on everything. The application was easy, and the speed of getting it back to us was quick” Mass Market East

“Very good speed of the delivery of the quotation which is quicker than normal” Section 16 West

“They are always swift and quite responsive. If you ask them any questions they give you answers, normally the same day”

Mass Market West

“They were very prompt with the quote and the service was very good. The surveyor who came out was very helpful and listened to our needs”

Section 16 East

“They are nice and helpful people to deal with. They are easy to get hold of and they return our calls and reply to our requests within good time”

Mass Market East

Non-specific

Administration

Communication

Value

Speed

Base: All Design and Estimating who gave a negative response (219)3 May 2023, Western Power Distribution, Page

16

New Connections – Design And EstimatingNegative ExperiencesThe main areas of negative comments relate to the quote being too expensive, having communications issues (either difficulty in getting get hold of people or being passed around departments) and administrative concerns (especially difficulties with the application form).

“From the start, I have been on the phone for around 2 days speaking to different people, and passed from pillar to post with nobody really understanding what I really want. I don't think I have been quoted for what I really want” Mass Market West“They charge you what they want to charge you. Contacting their customer services is difficult as they seem to be reading from a script. When you say you have a problem they don't know what to do and they pass you onto someone else”

Mass Market West“If I hadn't kept chasing them over the phone I wouldn't have got anything. There was no communication with me via email or phone. They kept saying the person dealing with it would contact me but he/she didn't. I felt like I was passed from one person to another - it was a terrible experience” Mass Market East

“The process should have been a whole lot simpler. The paperwork was very complicated with no one able to explain it to me” Section 16 East“I couldn't get to speak to anyone, that was the biggest problem. They gave me 3 departments before I got to the right one, and they still said 'go online' - what if I was a person with no computer? The application form was hard to understand. The engineer used to come out and say what was needed and give you a quote. Unless you are a scientist you cannot understand. I could not get anyone to help me; they just referred me to go online and I found that very poor indeed” Mass Market West



Communication28%

Base: All Design and Estimating (418)

Speed14%

Admin18% Value

11%

35% overall were either happy with the service or had no suggestions for improvement

Other13%


New Connections – Design And EstimatingSuggested ImprovementsThe main areas suggested for improving the Design and Estimating stage continue to be communications, followed by administration and speed.

VALUE 11Reduce costs/quotes/breakdown of costs 11

SPEED 14Speed up process application/send out quotes faster 8Faster to get whole job done 7More flexibility (including on timing) 1Speed up legal side 1

COMMUNICATION 28More communication with client/correct information 13More site visits/early contact with engineers 10One point of contact 8More internal communication 1

ADMINISTRATION 18Application/paperwork is too confusing 13Improve website 5

OTHER 13More customer care overall/more efficient 6Technical knowledge 3Other answers 5

Suggested Improvements (%)

Base: All Design and Estimating (418)3 May 2023, Western Power Distribution, Page

19

New Connections – Design And EstimatingSuggested ImprovementsCustomers continue to want more regular updates on progress (13%). In the administration area, the main improvement wanted is to make applications less confusing (13%).

Construction Stage

-10

-20-22

-4-5

-14-7

-29

-12

-28-23-24

-33-26

-29-30-30-27-27-25

-60

-40

-20

0

20


NPS

Total Construction

Base: Total Construction (183)

*Caution low base sizes

2010 2011


New Connections – Construction

NPS for the Construction stage has seen improved performance over June and July, rising from -20 to –10.

92 4 2 4

96

15

22

7

19

92 3 2 3

15

6

1320

8

18

0

20

40

60

0 1 2 3 4 5 6 7 8 9 10

Total Construction - August 2011 Total Construction - 2011 YTD

Q: … on a scale of 0 to 10 where 0 means not at all likely to recommend and 10 means extremely likely to recommend, how likely is it that you would recommend … to a friend or colleague?


%


Base: Total Construction; August 2011 (183), 2011 YTD (1659)

NPS:August 2011

-102011 YTD -14


Likelihood of Recommendation - ConstructionAugust 2011

East : South East, North EastWest : Gloucester/Worcester, Stoke, Tipton

-100

-80

-60

-40

-20

0

20

40


NPS WestEast

Base: Construction East (68), West (115)

*Caution very low base size for East for April

2010 2011


New Connections – ConstructionConstruction West NPS has continued its recovery from the low point in June, rising to -12. Construction East has also improved from its lower score in July, rising to -6.

Total Construction Total East West

The quality of Project Manager support through the process 7.5 7.7 7.9 7.7How effectively have we communicated with you and kept you fully informed throughout your job 7.1 7.4 7.5 7.4Whether you were kept updated with the progress of any legal consent 6.9 7.3 7.4 7.2The value for money of the work undertaken 5.5 5.5 5.8 5.4The quality of the work 8.0 8.0 7.9 8.1The time taken to complete your job from payment 6.1 6.3 6.4 6.2

Mean score across all services 6.9 7.0 7.2 7.0

NEW CONNECTIONS CONSTRUCTION August 2011 2011 YTD


New Connections – ConstructionIn terms of individual ratings, Delivery centres in East have performed marginally better in all dimensions with the exception of the quality of work.

Base: Total Construction; August 2011 (183), East (68), West (115)

-100

-80

-60

-40

-20

0

20

40


NPS

South EastNorth East


Base: South East (38), North East (30)

2010 2011


New Connections – Construction EastAfter a period of decline in the last few months, NPS for North East recovered strongly to achieve a new high score of +13. Rating for South East showed a very slight decrease to -21.

-100

-80

-60

-40

-20

0

20

40


NPS

South WestStokeTipton


Base: Stoke (39), Tipton (17), South West (59)

2010 2011


New Connections – Construction WestNPS improved markedly for Tipton (though some caution is needed due to the low base size). At +29, this is just short of its highest score to date. Performance for South West and Stoke remained relatively flat.

Total Stoke TiptonSouth West

South East

North East

The quality of Project Manager support through the process 7.7 8.1 8.1 7.3 7.8 7.9How effectively have we communicated with you and kept you fully informed throughout your job 7.4 7.7 8.1 6.9 7.3 7.7Whether you were kept updated with the progress of any legal consent 7.3 7.2 8.1 7.0 7.2 7.6The value for money of the work undertaken 5.5 6.2 5.9 4.6 5.5 6.2The quality of the work undertaken 8.0 8.2 7.9 8.1 7.8 8.0The time taken to complete your job from payment 6.3 6.0 6.1 6.3 6.4 6.5

Mean score across all services 7.0 7.2 7.4 6.7 7.0 7.3

NEW CONNECTIONS CONSTRUCTION August 2011



Base: Total Construction (183); Stoke (39), Tipton (17), South West (59), South East (38), North East (30)

Tipton has performed particularly well this month in effectiveness of communications (both about the job and about legal consents). South West was weaker than other areas in communications and in perceptions of value.

8.17.77.2

6.2

8.2

6.0

3

4

5

6

7

8

9

J an Feb Mar Apr May J une J uly Aug Sep Oct Nov Dec J an Feb Mar Apr May J un J ul Aug

Quality of Project Managersupport through the process

Effectiveness ofcommunicating/keeping youinformed throughout the jobWhether you were keptupdated with the progressof any legal consentValue for money of the workundertaken

Quality of the workundertaken

Time taken to completeyour job from payment

Mean Score

Base: Stoke (39) 2010 2011


New Connections – Construction (Stoke)

In Stoke, ratings on the quality of the Project Manager had been lower in June and July but have recovered in August. Perceptions of value for money also reversed their downward trend in August, rising to 6.2.

8.18.18.1

5.9

7.9

6.1

3

4

5

6

7

8

9






Mean Score

Base: Tipton (17) 2010 2011


New Connections – Construction (Tipton)

In Tipton, where overall performance was exceptionally strong, there were improvements in ratings of the quality of the Project Manager, effectiveness and communications, speed of completion and perceptions of value.

7.3

6.97.0

4.6

8.1

6.3

3

4

5

6

7

8

9






Mean Score

Base: South West (59) 2010 2011


New Connections – Construction (South West)For South West, perceptions of the value for money have continued to fall, despite the fact that other areas of performance have held steady or shown slight increases. The value for money rating in South West is significantly lower than for other Delivery Centres.

7.8

7.3

7.2

5.5

7.8

6.4

3

4

5

6

7

8

9






Mean Score

Base: South East (38) 2010 2011


New Connections – Construction (South East)

For South East, ratings of the quality of the Project Manager and effectiveness of communications both showed slight improvements. Time to complete job continues to maintain the improved ratings seen since April 2011.

7.97.77.6

6.2

8.0

6.5

3

4

5

6

7

8

9






Mean Score

Base: North East (30) 2010 2011


New Connections – Construction (North East)North East is maintaining its performance levels on quality of Project Manager and communications. Ratings on time to complete the job have here also maintained their improvements achieved since April. Perceptions of value for money have similarly sustained their improvement over the same period.

Good contractor

No problems

Communication

Value

Speed

Base: Total Construction making a positive comment (125)3 May 2023, Western Power Distribution, Page

33

New Connections – ConstructionPositive ExperiencesPositive comments at the Construction stage refer to the speed in which the job was completed, good communications and satisfaction with the Project Managers and contractors involved.

“I think overall it was good. They reacted to my needs and completion was on time. They worked to their programme which is what we needed, really”

DC : South East

“We have built up contacts and they are always very helpful with their advice and information. They stick to the dates given and that's what I am interested in. The timescales and programming have all been very good, unless due to weather conditions”

DC : South West“On this job the service was second to none. I accepted the quote on 5th July 2011 and the job was completed by 16th August 2011 which was very satisfactory” DC : South East

“I just think the project management right through to completion was excellent. You carried it out on the date specified and everything was excellent, and very professional - they did really well. Just a special mention for the contracts manager and the legal team, the young lady performed very well - fantastic”

DC : North East

“It was all very good and they did a decent job. We had good Project Manager support and their engineers did a good job” DC : Stoke

“The guys that came and did the job were brilliant - they came and did the job when they said they would, I couldn't fault them”

DC : South West



OtherSpeed

Value

Communication

Wayleaves

Operational - problems with

contractors/site work

Unwilling to do individual

assessments

Paper work inaccuracies/

problems

Base: Total Construction who give a negative reason (104)3 May 2023, Western Power Distribution, Page

35

New Connections – ConstructionNegative ExperiencesKey areas mentioned as reasons for low scores were the time taken to get the project completed, operational problems that occurred during completion, communications issues and the overall value for money.

“They took one year to complete the job, which is just ridiculous. I was not at all satisfied, but in the end it has been installed. If I could avoid working with Central Networks I would”

DC : South East

“It cost me ten thousand pounds. I paid the cheque in January and we had no electric until last month. They came and started then they left, and they came back again a few weeks later to finish the work. I have never had a satisfactory explanation why it took so long to complete”

DC : South West

“The whole thing was just a mess from start to finish. We had to pay them up front for the work to be carried out and then waited a year for the engineer to come and do the job. When the engineers arrived, they realised that it wasn't possible to do the job as quoted and they had to look at other options for the work to be carried out”

DC : Stoke

“The price was horrific. They told me it could only be done on a Sunday, and they said the whole road had to be shut off. I spoke to Highways and they said they would never shut the road off, and it should be done in two halves. They also said they did not want the work done on the weekend. The connections, I can't fault them at all. I had the groundwork done privately” DC : South West 3 May 2023, Western Power Distribution, Page

36


Base: All Construction (183)

Communication22%

Speed15%

Value14%

Admin2%

40% overall were either happy with the service or had no suggestions for improvement

Other24%


New Connections – ConstructionSuggested ImprovementsSuggestions from those at Construction stage continue to focus on improving communications, speed of completing the project, and perceived value.

VALUE 14Reduce costs/quotes/breakdown of costs 13Unhappy about paying full amount up front 1

SPEED 15Faster to get whole job done 9Legal side - improve/speed up 3Speed up process application/send out quotes faster 2More flexibility on timing 1

COMMUNICATION 22More communication with client/correct information 13One point of contact 5More site visits/early contact with engineers 4More internal communication 3

ADMINISTRATION 2Application/paperwork is too confusing 2Improve website 1

OTHER 24More customer care, overall/more efficient 7Better quality of contractors working on site 7More technical knowledge 1In house staff not third parties 1Other answers 8

Suggested Improvements (%)

Base: All Construction (183)3 May 2023, Western Power Distribution, Page

38

New Connections – ConstructionSuggested ImprovementsMore regular updates on progress were asked for by 13%.

Date post:	16-Apr-2017
Category:	Documents
Upload:	jim-allen
View:	79 times
Download:	3 times

New Connections Presentation -August 2011

Documents