RP7 Stakeholder Consultation WEB - Flipbook - Page 48
6.3 Have your say on our Customer
Measures and Commitments
Our proposed customer measures and
commitments for RP7 have been built
on considerable engagement with our
customers and stakeholders. Before we
finalise our RP7 plans, we are keen to
get your feedback and encourage you
to have your say.
Listening to our customers is critical as
we develop our business plan for the
period 2025 – 2031. By listening to our
customers, we believe that we better
understand what our customers expect
and where they would like us to focus.
Q22. With regards to meeting the needs of our customers.
•Are there any Customer Measures or Commitments that we might have
missed, and if so, what else would you like us to consider and why?
•Are there any specific customer metrics that NIE Networks should be
measuring performance against on during RP7?
•Do you consider that a Customer Satisfaction Incentive metric should be
introduced to drive improvements in customer service in RP7?
•Are there any gaps or areas that you feel are missing from the plan?
Figure 14 - Customer Commitments
Our Customer Commitments
Improving our Customer Experience
Improving our Connections Services
Listening to Customer and stakeholder feedback
Improving Communication Channels
Improving Network Performance
Tailored Support for Vulnerable Customers
Improving our Response to our Customers
Achieving Customer Standards of Service
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Northern Ireland Electricty Networks
1. Protecting vulnerable
customers - ensure a fair
energy transition for all with
no customers left behind
2. Digitalisation - Ease
of doing business with
us - ensure Customers can
engage with us in most
relevant way for them
3. Enabling our Customers
- Educating and providing
Information on services to
our customers in a way that
is easy to access and easy
to understand
