Customer satisfaction
Performance summary 2022/2023
Overview of outputs
44Continue to be the top-performing DNO group across all elements of the Broad Measure of Customer Satisfaction.(See note 2 below)Across RIIO-ED1, NGED is a top-performing DNO group for overall customer satisfaction. The rating combines results of the three surveys for supply interruptions, connections and general enquiries.
45Maintain certification to show that we meet the Customer Service Excellence standard.(See note 2 below)We were awarded ‘Compliance Plus’ status for 47 of the 57 standards. We were the highest-scoring UK organisation out of all those accredited.
Overview of outputs
46Respond to phone calls quickly, answering them within two seconds.(See note 2 below)Our average response time for customer calls was 3.51 seconds for fault and emergency calls
47Limit the number of calls that are abandoned before we can answer them to less than 1%.(See note 2 below)0.56% of calls were abandoned, significantly better than our target
48Always provide customers with the option to talk to a member of staff when they call our contact centre.Our systems allow us to make sure that customers are always provided with the option to talk to a member of staff
Overview of outputs
49Provide a restoration time for every power cut.(See note 2 below)All power cuts have an estimated restoration time which is updated as further information is provided by field teams.
50Contact all customers who have been in contact about a fault(See note 2 below)We contacted 99.55% of customers who contacted us about a fault.
51Contact customers within two days of receiving an enquiry which was not about a fault.(See note 2 below)We contacted 87.15% of customers who contacted us with an enquiry which was not about a fault within two days.
52Provide ‘on-demand’ messaging through text and social media for customers who want to be kept informed in other ways, rather than a phone call.We provided on-demand messaging through text and social media and we proactively send text messages during high voltage power cuts.
53Develop ‘self-service’ options for customers to find information online.We hosted 23,076 webchat conversations, 46,984 Priority Services Register applications were made online and we had 2,125,453 hits on our online map showing details of individual power cuts.
Overview of outputs
54Continue to host a customer collaboration panel where our CEO will meet with our expert stakeholders four times a year.The Customer Panel met four times during the year.
54Continue to host at least six stakeholder workshops each year.We hosted three virtual workshops, four in person workshops and an additional two hybrid workshops where stakeholders could attend either online or in-person.
56Continue to produce a stakeholder report every year providing an update on the actions we have taken as a result of stakeholder involvement.A yearly Business Plan Commitments summary report and the separate detailed report replace the stakeholder report.
Overview of outputs
57Resolve at least 70% of complaints within one day.(See note 2 below)We resolved 86.98% of complaints within one day.
58Continue to have a target of no complaints where the Ombudsman has to get involved.There were 4 complaints referred to the Ombudsman. The ombudsman did not rule against NGED in any of these cases.
Overview of outputs
59Continue to send the Power for Life publication to all 7.9 million customers and make sure it promotes the GSOPs.(See note 2 below)We last issued ‘Power for Life’ to all customers in April 2021. It included information on GSOPs.
Note 1: Targets are for the full eight year RIIO-ED1 period, not for a discrete year
Note 2: Target to be achieved each year of RIIO-ED1