RP7 Stakeholder Consultation WEB - Flipbook - Page 45
6. We will advocate for the
introduction of a Customer
Satisfaction Incentive in
Northern Ireland to deliver
improved customer service
performance
•We would advocate for a symmetric
customer service incentive to be
introduced in Northern Ireland
similar to the Customer Satisfaction
Incentive Ofgem introduced in GB.
The Customer Satisfaction Survey
(based on the GB model) relates to
customers who have experienced
a supply interruption, had a general
enquiry or requested a new
electricity connection.
•Independent surveys should be
introduced asking these customers
to score using a scale of 1 (very
dissatisfied) to 10 (very satisfied)
of how satisfied they were with the
service provided. This survey would
cover areas including the below.
o Ease of making contact.
o Communication provided.
o Responsiveness.
oQuality, usefulness and
accuracy of Information
provided.
oPoliteness and professionalism
of staff.
oOverall satisfaction with the
service provided.
RP7 Stakeholder Consultation
45
