Governance Services improves on overall satisfaction in 2019 Customer Satisfaction Survey

December 12, 2019

ElectraLink’s Governance Services team received an overall satisfaction score of 63% in the 2019 Customer Satisfaction Survey published today. This is a 3 percent improvement on 2018’s score and the highest score since our 2015 survey.

Energy market customer perception of our services’ value for money, and of staff knowledge and professionalism, were key to the success of the Governance Services team. Other highlights include responsiveness and clarity of communications.

The DTS team’s scores remained high in a year that saw two DTS outages. This is the first time the DTS has seen service disruption in 10 years and was unavailable for a very short period both times. The mean overall satisfaction slipped from 8.4 in 2018 to 7.8 in 2019.

The team maintained a high score due to proactive engagement with customers as well as their handling of the DTS outages, including a successful communication and troubleshooting response plan.

The DTS team also received praise for their world-quality technical support and “better customer engagement than any other service provider.” In addition, they achieved an admirable mean score of 8.8 for training customers in how to use DTS tools.

The teams behind the scenes of DCUSA and SPAA received the highest scores for code performance, as well as the most improved scores.

We engage customers in satisfaction surveys every year to track our performance and find areas where we can improve, particularly in service quality and proactively finding ways to innovate with customer organisations.

To download the full research report for this year’s survey, click here.

For more information on our survey, please send your queries and questions to communications@electralink.co.uk or contact us on LinkedIn or Twitter.

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