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1
2013 Customer Survey
DTS User GroupPresentation
Prepared for:
14th January 2014
2A two stage research approach, using a mixed mode approach for the first time.
Stage 1: Quantitative15 - 20 minute survey• Sample of ElectraLink stakeholders recruited
from a supplied list.• 43 interviews• A ‘mixed mode’ methodology consisting of both
telephone (13) and online (30) interviews.• Fieldwork took place between 3rd and 25th
September 2013.
Stage 2: Qualitative6 x 45 minute in depth interviews (with 2 further interviews reserved for data services feedback)• Face to face interview conducted at place of work• 6 customers of ElectraLink
• 5 GOMs• 2 CMs
• Fieldwork took place between 15th October & 5th November 2013
33
DTS – Key headlines
• For most the service remains professional & efficient - “ticks over smoothly”. The helpdesks & communication are already seen as near optimal.
• Overall satisfaction scores amongst companies outside the ‘big 6 suppliers’ have declined YOY. This reflects less positive ratings in general amongst these companies rather than increased criticism or dissatisfaction.
- Only 1 person claimed service had become worse, due to an issue with submitting files of a certain size.
• ElectraLink is still seen as striving for improvement, in particular:
- Greater transparency
- Technical improvements – mainly around web tools & reporting tools
- Expertise
- Clear communication
• There is still some desire for enhancements regarding Gateway services & the website, although there has also been evidence of perceived improvement in both of these areas as well.
4
DTS
2007 2008 2009 2010 2011 2012 2013
68
87
71
85
7884
67
2730
27
60
4337 35
Overall Rating Value For Money
Base: Total DTS Sample
Phone only
Phone & online
77% Phone
63% Online
38% Phone
33% Online
Although value for money perceptions are unchanged, there has been a decline in the proportion rating ElectraLink 8 or more out of 10 overall.
This decline is mirrored by scores for both ELEXON & Gemserv.
SCORE 8+ (Out of 10)1 = Not At All Satisfied/ 10 = Extremely Satisfied1 = Poor/ 10 = Excellent Value For Money
5
DTS
SCORE 8+ (Out of 10)1 = Poor 10 = Excellent
2007 2008 2009 2010 2011 2012 2013
68
87
71
85
7884
67
42
59
41
59 58
65
50
40
48
25
48
4658
48
7
14 16 12
43
24
35
8
2926
19 25
33 40
ElectraLink ELEXON Gemserv OfGem
Base: All dealing with each organisation
Phone only
Phone & online
We have seen a corresponding decline in perceptions of ELEXON & Gemserv amongst ElectraLink’s DTS customers.
6ElectraLink Overall Rating DTS Sample
1 = Poor10 = Excellent
2013 2012 OnlinePhone 2013 2012 2013 2012
7 2 7 8 8 2
26
14
3015
20 2726
11
6784
6377 80 73 66
87
8 to 10
6 to 7
1 to 5
Base: Total Sample(DTS) (43) (57) (30) (13) (5) (11) (38) (46)
Mean Score (out of 10) 8.02 8.51 7.90 8.31 9.00 8.09 7.89 8.61
Total Sample
2013Big 6
suppliersOther
companies
‘Other’ companies have become less positive than a year ago, pulling down overall satisfaction levels. By contrast, Big 6 companies are notably more positive.
7
Reasons for giving overall rating of ElectraLink
Service efficient/ professional
Generally happy with service
Timely/ prompt/ responsive
Positive mentions of staff e.g. helpful
Good/ clear/ appropriate communication
Any positive helpdesk
Knowledgeable/ experts
Negative communication comments
Not enough dealings to comment
26
26
14
12
7
7
5
5
14
The efficient, professional & responsive service are the main qualities supporting higher satisfaction levels. The main negative comments relate to communication.
Base: Total DTS sample (43), Overall rating of 1 to 7 (14)/ Overall rating of 8 to 10 (29)
Total sample Rated 1 to 7 Rated 8 to 10%
0
29
0
0
7
0
0
14
21
38
24
21
17
7
10
7
0
10
8Reasons for level of Overall Satisfaction with ElectraLink – a selection of comments
“At times ElectraLink do not realise that users might have other priorities and as such would prefer to park DTS issues. We have also had some problems in ensuring new contract arrangements are fully understood by both parties and this had given rise to excessive reviews to complete process.”
“I find ElectraLink a little remote from my business as a small supplier compounded because the interface to the DTN is through a third party provider. I think ElectraLink should be visible at industry meetings and engage with industry members more directly. They need to be more proactive and flexible in bringing change to the industry.”
“All questions are answered in a timely and efficient manner and any suggested improvements / changes always receive full consideration and are fully debated.”
“To keep informed: The volume of information that needs to be read and understood keeps increasing and this volume needs to be kept, where possible, to a minimum, but clearly, information is important so should be imparted with clarity.”
9Improvement on ElectraLink services over past 12 months
Base: Total DTS Sample (43/30/19)
Improved a lot
Improved a little
Stayed the same
Got a little worse
Got a lot worse
2
12
84
2
0
Although satisfaction scores are less positive than 2012 only one person interviewed felt that ElectraLink services had got worse in the past year.
“Got worse” “The incident with trying to submit over 5meg. (We have had a number of outages on the gateway in the last 12 months, we could not transmit files over 5meg).”
“Improved” “From my perspective, although the core operational service is perceived to have remained pretty much the same (which is already to a high standard), improvements made to the Webtools e.g. the ability to save audit queries has further enhanced the management of the DTS.”
“Stayed the same” “The management has been excellent now for a number of years providing both a dependable and effective service. Saying it's not improved this year is not a criticism - it's a confirmation of an on-going high level of service.”
10
17
33
17
33
17
22
19
3
11
11
16
24
Service is consistent/ always good
Have not noticed any changes
Transparency
Technical improvements
Gradually improved/ strived to improve
Consistent (no detail)
Any miscellaneous
Have little contact with them/ new to post
Don't know/ not answered
21
16
7
2
5
9
12
14
21
Reasons feel that ElectraLink has improved/ stayed the same/ got worse
The main perceived improvements relate to greater transparency, technical advances and a general willingness to improve.
Base: Total DTS sample (43), Improved (6)/ Stayed the same/ got worse (37)
Total sampleImproved a lot/ a little
Stayed same/ got worse%
11
Overall Rating
Overall Professionalism
Technical Competence
Being Responsive
Providing Valuable Expertise Resource
Being Highly Efficient
Communicating Clearly
Being Easy To Deal With
Understanding Your Business Needs
67
77
77
74
74
74
70
70
58
Satisfaction with ElectraLink service
Base: Total DTS Sample (43)
Change vs. 2012
Change 2012 vs.
2011
-17 +6
-11 -1
-5 N/A
-5 +1
-9 +15
+4 +3
-9 +12
-12 +8
-5 +6
SCORE 8+ (Out of 10)1 = Not At All Satisfied/ 10 = Extremely Satisfied
12
66
74
66
71
74
61
55
68
74
Overall Rating
Overall Professionalism
Being easy to deal with
Being Highly Efficient
Technical competence
Valuable expertise resource
Understanding your business
Communicating Clearly
Being responsive
80
100
100
100
100
100
80
80
80
Satisfaction with ElectraLink service DTS sample
% Change vs. 2012
+7
+18
+18
+55
+27
+36
+16
+7
-11
SCORE 8+ (Out of 10)1 = Not At All Satisfied/ 10 = Extremely Satisfied
‘Big 6’ suppliers*
% Change vs. 2012
-21
-15
-17
-5
-11
-15
-8
-12
-2
Other companies
Base: Total DTS sample (43/ 57), ‘Big 6 suppliers (5/11), Other companies (38/46) *Caution: Low base size
‘Other’ companies are less happy this year with the degree of professionalism, being easy to deal, expertise & communication.
13
Base: All rating each attribute
Average rating of main service areasDTS sample
Service AreaNo. of attributes
ratedMean score
2013No. of attributes
compared*Change vs.2012
All Ratings 42 4.15 40 +0.14
ElectraLink Helpdesk 5 4.53 5 -0.08
HP Helpdesk 3 **2.83 3 -1.72
Gateway Connection 4 4.17 4 -0.23
The DTS Itself 3 4.14 3 -0.25
DTS Web Tools 14 4.32 12 +0.14
ElectraLink Services 4 4.14 4 0.00
ElectraLink Reporting Tools 5 4.31 5 +0.18
ElectraLink Website 4 3.89 4 -0.19
*Change compared only on ratings in both 2012 and 2013 ** Caution: Low Base
The Helpdesk remains the most valued service area, with the DTS itself, Gateway Connection & Web tools all rated highly as well. The web tools &
reporting tools have helped most to support a sense of improvement.
14
DTS – key service delivery changes
Changes of less than +/- 0.25 not shown * Changes based on <10 respondents not shown
Largest declines Change vs 2012
Being Clear And Easy To Login As A User (website)
-0.41
DTS Overall -0.39
Overall capacity of the Gateway Connection
-0.34
Webtools: RESUBMISSION & RECOLLECTION Tools
-0.26
Being Able To Cope With Needs Of Future Business (DTS)
-0.25
Largest improvements Change vs 2012
Webtools: MDD Validation On Sent Files +0.95
Webtools: MDD Validation On Received Files
+0.77
Webtools: Enhanced Validation Reporting +0.30
Reporting Tools: User Performance Reports
+0.29
% RATED POOR:
Ease of use of the website
DTS Overall
Being Able To Cope With Needs Of Future Business (DTS)
Overall Capacity Of The Gateway Connection
Providing A Data Transfer & management Service That Will Keep Pace With Technology
Having Flexibility To Integrate gateway With Existing Systems
Quality Of Service From Gateway Connection
Managing DTS Fault Situations
The Quality Of Written Communications
Being Proactive In Suggesting Improvements
NO LONGER POOR:
Being kept up to date (website)
Using terminology that is easy to understand
8
0
0
0
2
4
0
2
2
2
8
4
6
5
5
5
5
5
2
2
2
2
0
0
2013 2012
Key changes in mean scores Main ‘eyesores’
NB: 1 of the 2 rating the HP Helpdesk also rated all 3 attributes as ‘poor’ in 2013.
15
Gateway connections
• No visibility of who else is using & how much
• Higher volume limits would help – raised with ElectraLink but not heard anything back yet
“The technology refresh last year was managed brilliantly.”
RUG users
• One example, but resolved satisfactorilyFile size
• Existing users say it works well for now
• Some appetite for XML or other enhanced formats from colleagues
• Uncertainty about requirements for Smart
Flat file formats
• Not calling for it yet
• Potentially of value to ‘senior’ influencers (marketing needs)
Real-time data transfer
• InvaluableDaily gateway
report
16
Introduction of new Gateway options
Awareness of the proposal is still growing. Most have no concerns, with cost the only specific issue mentioned by more than 1 in 10.
How much already know:
Know a lot 9%
Know something 47%
Not aware 44%
Base: DTS sample (43)
How found out about proposal:
ElectraLink consultation
DTS Operations Report
User Group
Other
63
21
8
8
Base: Those aware (24)
Concerns about proposal:
None 75%
Cost 17%
Other 8%
Base: Those aware (24)
From a risk perspective, disruption to service, however I have every confidence that the changes would be managed in a professional manner with minimal disruption as was proved during the Hardware upgrade project.
The cost & complexity of the proposal.
17
Social media – evolution, not revolution
Digital generation
Mainstream (dinosaurs)
ElectraLink is not a consumer brand. We need to acknowledge where our customers are and how social media meets the business needs they have.
Some (not all) are here in terms of their personal use.
Most are here in terms of their perceived need within their business lives (even our younger respondents).
“The worst thing ElectraLink could do is to say we’re going to migrate all our communication through Yahoo or Facebook… If they want to duplicate so there’s 3 routes to communication that’s fine. But don’t make me use it.”
18
What are the boundaries?
Recognising that social media is only likely to become more relevant, we should start small, simple & focused, but not move quicker than users can or want to.
What’s appropriate? What’s not?
• For certain notifications• Company profiles
• Business credible/ acceptable• Updates/ news• Company profiles• Networking/ connections
• For friends/ consumers
Avoid:• Doing it for the sake of it• Letting it replace essential
communication channels that work efficiently already
• Alerts• Not strictly social media• But keeps in tune with mobile
digital lifestyles
Bad example:• “The huddle!• Over-complicates
communication, forced, gets in the way of conventional comms channels.NB: No-one really sited good examples
because they simply don’t yet make much use of social media!
1919
DTS – Conclusions & action areas
Across both stages of research a number of action areas or considerations for future development were highlighted. These were largely expressed as ‘fine tuning’ rather than serious problems:
Digital communication
• Can & should the website be re-developed to become a more effective communication tool?
• Potentially including the gradual introduction of optional social media channels e.g. LinkedIn/ Twitter.
Web tools
• Continued desire to see flow content within the Audit tool.
• Expectations of a tool to help with Smart UPRNs.
• Web tools workshops for newcomers, refreshing, & for updates/ enhancements.
Gateways• Appetite for higher volume limits & greater visibility of who
is using at any one time amongst smaller users.
• Continue to roll out new Gateway options.
Communication• Strive to keep minimalist, without losing ability to access
essential detail easily when it is needed.
20
Any questions?
21
Tel: +44 (0) 1926 424 518
Researchcraft Ltd.
62 Brandon Parade
Holly Walk
Leamington Spa
Warwickshire
CV32 4JE
United Kingdom
www.researchcraft.com
Jon Wilkins
Director