Customer Satisfaction Survey 2016

Report

Users’ GroupMarch, 30th 2017

David Zenner

2Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe

Contents

1. Research set up

2. Key Performance Indicators of Customer Satisfaction

3. Evolution of customer satisfaction regarding image

4. Conclusion: Strengths to maintain and priorities to improve

Research set up

4Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe

• Every 2 years, Elia measures the customer satisfaction level among its key stakeholders:

• DSO - Distribution System Operators• Grid users• Producers• ARP’s - Access Responsible Parties• Users’ Group - members of the Users’ Group• Telecom operators

• The main objectives of this survey are:• providing an overview of the KPI’s of service quality and their evolution over time• identifying strengths and weaknesses among the different stakeholders in order to further

optimize the customer relationship.

Objectives

5Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe

• Target group: stakeholders / partners of Elia

• Elia provided a database with 508 contact persons.

• Elia has sent an announcement e-mail to all these contact persons in order to introduce the survey and to motivate them to participate.

• Methodology: telephone interviews between 7-23 December 2016.

• Sample: we conducted n=252 interviews

• Very high net response: 87% (same as 2014)• Average interview duration: 12 minutes.

Methodology

Number of contacts available in database

Number of interviews realized Reach

DSO 58 24 41%

Grid users 244 142 58%

Producers 74 34 46%

ARP 88 25 28%

Users' Group 23 15 65%

Telecom 21 12 57%

TOTAL 508 252 50%

Key Performance Indicators of Customer Satisfaction SAT indexCustomer Effort ScoreBenchmarksSegmentation

7Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe

ELIA Satisfaction IndexAfter the improvement of the client relation between 2012 and 2014 the satisfaction index now levels off at 67.

58 5767 67

2009 2012 2014 2016

LOWsatisfaction

VERY HIGH

satisfaction

MEDIUMsatisfaction

Base: Total

(n=160) (n=160) (n=250) (n=252)

8Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe

ELIA Satisfaction IndexAll stakeholder groups balance around the average index of 67, with the exception of DSO which obtains a remarkably lower score.

67 6069 63 69 67 69

2016 DSO GRIDUSERS

PRODUCERS ARP USERS’GROUP

TELECOMGROUP

LOWsatisfaction

VERY HIGH

satisfaction

MEDIUMsatisfaction

Base: Total

(n=252) (n=24) (n=142) (n=34) (n=25) (n=15) (n=12)Low base! Low base!

9Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe

ELIA Satisfaction IndexThe satisfaction index is stable for Grid Users and ARP. A slight decrease is noticed among DSO, Producers and the Users’ Group. High satisfaction among the Telecom Group.

67 6069 63 69 67 69

2016 DSO GRIDUSERS

PRODUCERS ARP USERS’GROUP

TELECOMGROUP

LOWsatisfaction

VERY HIGH

satisfaction

MEDIUMsatisfaction

Base: Total

(n=252) (n=24) (n=142) (n=34) (n=25) (n=15) (n=12)

-4

+2-6

-1 -6 n.a.

-+ compared to 2014=

=

Low base! Low base!

10Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe

ELIA Customer Effort ScoreThe ease of doing business with Elia remains at the same, high level as in 2014.

DIFFICULTcollaboration

EASYcollaboration

NEUTRAL

(n=250) (n=252)

Q2.2Base: Total

72 72

2014 2016

11Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe

ELIA Customer Effort ScoreThe majority of the stakeholders still perceive the collaboration with Elia as “easy”. Grid users are even more convinced than in 2014. The collaboration with DSO remains difficult. Even more difficult than in 2014.

5872 74 74 72 70 73

2016 DSO GRIDUSERS

PRODUCERS ARP USERS’GROUP

TELECOMGROUP

(n=252) (n=24) (n=142) (n=34) (n=25) (n=15) (n=12)

=

-4

+3 -1 -3 -5 n.a.

-+ compared to 2014=

DIFFICULTcollaboration

EASYcollaboration

NEUTRAL

Q2.2Base: Total

Low base! Low base!

12Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe

Awareness of ELIA Users’ groupThe awareness of Elia Users’ group decreased amongst Grid Users and Producers.

Q3.9Base: Total, excl. Users’ Group & Telecom Group

44%

67%

34%41%

60%

2016 DSO GRIDUSERS

PRODUCERS ARP

(n=225) (n=24) (n=142) (n=34) (n=25)

-+ compared to 2014=

-11

-1

-12

-24

-3

Significant increase compared to 2014Significant decrease compared to 2014

13Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe

ELIA’s stakeholders are as satisfied as in 2014

The satisfaction index stabilizes at 67. However, Elia should consolidate its customer service in order to reach the threshold of 70.

• Satisfaction index is at the same level as in 2014.

• All stakeholder groups balance around the average index of 67, with the exception of DSO which obtains a remarkably lower score.

• Elia’s stakeholders remain more satisfied about their cooperation with Elia than about their relation with [Confidential].

• The ease of doing business with Elia remains at the same, high level as in 2014. The collaboration with DSO remains difficult.

Evolution of customer satisfaction regarding: Image

15Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe

76

43

38

33

37

42

28

77

47

41

40

40

36

31

2014 2016+1%

+4%

+3%

+7%

+3%

-5%

+3%

Evolution of customer satisfaction about ImageRegarding image, very stable results compared to previous measurement.

Q3.11Base: Total, excl. don't know (Base 2016: n=248 – Base 2014: n=248)

Elia’s expertise

Elia’s role at European level

Elia’s efficiency

The extent to which Elia innovates/renews

The customer-orientation of Elia

The extent to which Elia acts impartially

Elia’s flexibility

% Top 2 scores (Excellent + Very good)20% 80%

*Excluding Telecom group

net score(2016-2014)

Significant increase compared to 2014Significant decrease compared to 2014

Priority setting: Strengths to maintain and priorities to improve

17Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe

Introducing you to the new priority grids

IMP

OR

TAN

CE

(inde

xed

corr

elat

ion

coef

ficie

nt)

PERFORMANCE(% Excellent + very good)

STRENGTHS TO BE HIGHLIGHTED

MAINTAIN CURRENT PERFORMANCE

PRIMARY PRIORITIES TO IMPROVE

SECONDARY PRIORITIES TO IMPROVE

Aspects with a high impact on the customers’ overall evaluation, but with below average performance.

Focus on these aspects in order to improve the overall customer loyalty

Aspects with a below average performance, but with little or no impact on overall evaluation of Elia’s service quality.

Improve these aspects if there are sufficient resources available

Aspects with a high impact on the customers’ overall evaluation and with an excellent, above average performance.

These are key strengths which drive your SAT index, so they should be highlighted in communication

Aspects with above average performance, but without impact on overall evaluation of Elia’s service quality

Keep these strengths as you are performing already very well

18Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe

How to read the next slides? This type of slide was created for each client group.

All aspects are ranked from most important to least important.

All items are marked in a colour which refers to a certain process (or chapter in the survey):

GENERAL IMAGEPRODUCTS & SERVICESTARIFFSCOMMUNICATION / INFORMATIONSTAKEHOLDERS INVOLVEMENTKEY ACCOUNT MANAGERELIA USERS’ GROUP

STRENGTHS TO BE HIGHLIGHTEDPRIMARY PRIORITIES TO IMPROVE

Aspects with a high impact on the customers’ overall evaluation, but with below average performance.

Focus on these aspects in order to improve the overall customer loyalty

Aspects with a high impact on the customers’ overall evaluation and with an excellent, above average performance.

These are key strengths which drive your SAT index, so they should be highlighted in communication

19Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe

USERS’ GROUP

GENERAL IMAGE

PRODUCTS & SERVICES TARIFFS COMMUNICATION/

INFORMATIONSTAKEHOLDERS INVOLVEMENT

KEY ACCOUNT MANAGER

ELIA USERS’GROUP

STRENGTHS TO BE HIGHLIGHTEDPRIMARY PRIORITIES TO IMPROVE

Users’ Group is positive about Elia’s way of sharing information (hub, website and workshops). Elia earns respect for their expertise and

role at European level.

Users’ Group is positive about Elia’s way of sharing information (hub, website and workshops). Elia earns respect for their expertise and

role at European level.

The majority of the User Group members disagree that Elia acts impartially. Other major points of attention: taking into account

feedback received from members of the Users’ Group. A possible quick win is better communication about organization and agenda of

the Users' Group.

The majority of the User Group members disagree that Elia acts impartially. Other major points of attention: taking into account

feedback received from members of the Users’ Group. A possible quick win is better communication about organization and agenda of

the Users' Group.

The new Customer Hub web portal including easy access to your contracts and invoices

Elia’s expertise

The information provided on Elia’s website and its clarity

Elia’s role at European level

The quality of the workshops Elia organizes

Functioning of Users' Group, including the different working groups

The extent to which Elia acts impartially

The price/quality ratio for connection to the grid and access to it

Impact you have as a member of the Users' Group on the design of the products

The way in which Elia takes into account feedback it receives from its stakeholders

Communication about organization and agenda of the Users' Group

The way in which Elia adapts to ongoing digitalization

20Market ProbeCustomer Satisfaction Elia 2016 / January 2017 / © Market Probe

USERS’ GROUP: Enthousiasts vs. Dissatisfieds

GENERAL IMAGE

PRODUCTS & SERVICES TARIFFS COMMUNICATION/

INFORMATIONSTAKEHOLDERS INVOLVEMENT

KEY ACCOUNT MANAGER

ELIA USERS’ GROUP

ENTHOUSIASTS% excellent + very good

8%

7%

20%

14%

14%7%

0%13%

7%20%

13%7%

33%13%

8%

29%64%

29%

DISSATISFIEDS % not so good + bad

Q3Base: Users Group, excl. don't know - Attention: small sample size. Indicative results

The new Customer Hub web portal including easy access to your contracts and invoicesElia’s expertise

The information provided on Elia’s website and its clarityElia’s role at European level

The quality of the workshops Elia organizes Functioning of Users' Group, including the different working groups

The actions taken by Elia to keep imbalance prices under controlCommunication about organization and agenda of the Users' Group

The clarity with which Elia communicatesThe themes which Elia assesses within the Users’ Group

The extent to which Elia innovates/renews The relevance of the information Elia sends you regarding your tasks and roles

The possibilities to express your opinion about projects, products or contracts of Elia The proactivity with which Elia communicates

The consultation carried out by Elia (tariffs for 2016-2019)Elia’s efficiency

The customer-orientation of EliaThe way in which Elia adapts to ongoing digitalization

Openness to dialogue and discussion within the working groups of the UGThe frequency of informative emails that Elia sends you

The price/quality ratio for connection to the grid and access to itElia’s flexibility

The consultations of Elia to collect your comments about changes to products or contracts The clarity of the structure of the tariffs for connection and access to the grid

Impact you have as a member of the Users' Group on the design of the productsThe extent to which Elia acts impartially

The way in which Elia takes into account feedback it receives from its stakeholders

100%93%

83%75%

71%71%

67%60%60%60%

57%57%

50%50%50%

47%43%

40%40%

36%33%33%

31%25%

21%14%

7%

Many thanks for your attention!

ELIA SYSTEM OPERATORBoulevard de l'Empereur 201000 Brussels

+32 2 546 70 11info@ elia.be

www.elia.beAn Elia Group company

Erik Luijts – Lynn Somers

January 2017