Customer service
The returns we generate are dependent on operating safely and reliably, and providing a quality service to customers. If we fail to meet our regulatory targets or the high standards we set ourselves, we risk loss of reputation as well as financial penalties imposed by regulators.
We are facing a period of unprecedented change within the energy sector. To deliver our part, we will need to be a flexible organisation that is in tune with the market environment and with our customers.
Anticipating the wants and needs of our customers is essential to creating a future which delivers customer satisfaction. This year we have advanced projects in the UK and US supporting further consolidation of our customer systems which will drive efficiency and also provide improved customer service.
More information on our approach to customer service across our UK and US operations can be found in the Operating and Financial Review sections of our Annual Report and Accounts 2010/11.
Our key performance indicators in this area are the results of customer satisfaction surveys and network reliability
Related metrics
Customer service
In order to measure the degree to which our customers are satisfied with the service we provide, we use a KPI with five components: Ofgem’s UK gas distribution customer satisfaction score and ...
Network reliability
Our principal operations are critical to the functioning of the economies we serve. The reliability of our energy networks is one of our highest priorities after safety.
In the UK, the total amount ...
Related case studies
Anticipating customer needs
Anticipating the wants and needs of our customers is essential.
In the UK, between October 2010 and May 2011, we measured our customers’ satisfaction across five key areas. The initial results ...
Emergency water ingress
During winter 2009/10, over 6,000 properties were affected by a number of separate water ingress incidents resulting in significant loss of supply.
In particular, as Christmas 2009 approached, the ...
Reducing traffic congestion
Traffic congestion is a cost to the economy, with any solution for easing congestion improving the experience of road users and delivering environmental benefits by reducing pollution fromslow moving ...
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