RP7 Stakeholder Consultation WEB - Flipbook - Page 42
6.1 Our RP7 customer measures
and commitments
We aim to deliver meaningful and
tangible outcomes and improvements
for customers which will deliver the
requirements of the Utility Regulator’s
Consumer Protection Programme and
Best Practice Framework and which
reflect customer priorities identified
through ongoing engagement with
customers, customer representatives
and stakeholders.
Our RP7 customer measures and
commitments align to 3 key themes
at the heart of our customer service
approach.
•Key theme #1: Protecting
vulnerable customers. We will aim
to ensure a fair energy transition for
all with no customers left behind.
•Key theme #2: Digitalisation –
making it easy for customers
to do business with us. We will
ensure that customers can engage
with us in the most relevant way for
them.
•Key theme #3: Enabling our
customers to become more
active in their energy usage. We
will ensure customers have the
opportunity to make best use of
new connected technologies to
effectively manage their energy
consumption.
12
With these themes in mind we are
proposing 8 customer commitments
during RP7. These customer measures
and commitments have been informed
using the independent research cited
above, to complement NIE Networks’
internal customer satisfaction survey
which samples our customers who
have experienced a power cut and
customers who have experienced our
connections process12, on a monthly
basis.
We are actively engaged with the
Institute of Customer Service (ICS) to
review industry trends within customer
service and we receive regular updates
on the UK Customer Satisfaction Index
(CSI). We have also gained valuable
insights through benchmarking and
sharing best practice with other DNOs
and Northern Ireland utilities, all of
which have fed into our proposed
customer service approach.
Our commitments are as follows.
1. We will enhance our
customer experience
by improving our
communication channels
•We will introduce new multi-channel
communications for our Contact
Centre so that customers can
engage with us in the most relevant
way for them.
•We will provide a digital self-serve
platform, while also ensuring that
if customers need to speak to
someone they can.
•We will develop our website to
provide more information on how
customers can become more active
in their energy production and
consumption, to enable customers
to become prosumers.
•We will expand our social media
availability including live chat.
•We will provide public briefings and
advice to support customers and
communities regarding the energy
transition.
•We will aim to be a trusted advisor
for our customers in supporting
decarbonisation.
Feedback from customers has helped us determine not only those services we need to improve or enhance but also those services that
customers are happy with. Where customers told us they are happy with the level of service, we are not proposing any enhancements.
42
Northern Ireland Electricty Networks
