Performance Measures - Commercial Customers

Ofgem, (our Regulator) introduced Incentive on Connections Engagement (ICE) to ensure we meet the needs of our major connections customers.

As part of this process we commission an independent specialist to conduct monthly customer satisfaction surveys with connections customers who have received a quotation or had connections work completed in the previous month. 

The scores published are based on interviews with these customers and captured as a rolling yearly average. A total of 20 telephone interviews are completed monthly.

This research measures:

• The service delivered to customers who have received a quote for major connections works from SP Energy Networks
• The service delivered to customers who have had major connections work completed by SP Energy Networks
• The information and communication provided to customers during the connections process
• Competition in the market