Elia Group Sa/nv · EURONEXT:ELI
Elia Group Sa/nv — Corporate Update (March 2017)
21 slides from Elia Group Sa/nv's corporate update, Mar 30, 2017
Slide 1: Customer Satisfaction Survey 2016
Customer Satisfaction Survey 2016 Report Users’ Group March, 30th 2017 David Zenner
Slide 2: Contents
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 Customer Satisfaction Elia 2016 / January 2017 / © Market Probe Market Probe 2
Slide 3: Research set up
Crtia Research set up
Slide 4: Objectives
Objectives • 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 sur
Slide 5: Methodology
Methodology • 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
Slide 6: Key Performance Indicators of Customer Satisfaction
Key Performance Indicators of Customer Satisfaction SAT index Customer Effort Score Benchmarks Segmentation
Slide 7: ELIA Satisfaction Index
ELIA Satisfaction Index After the improvement of the client relation between 2012 and 2014 the satisfaction index now levels off at 67. VERY HIGH satisfaction 67 67 MEDIUM 58 57 satisfaction LOW satisfaction 2009 2012 2014 2016 (n=160) (n=160) (n=250) (n=252) Base: Total Customer Satisfaction Elia 2
Slide 8: ELIA Satisfaction Index
ELIA Satisfaction Index All stakeholder groups balance around the average index of 67, with the exception of DSO which obtains a remarkably lower score. VERY HIGH satisfaction 67 69 69 67 69 60 63 MEDIUM satisfaction LOW satisfaction 2016 DSO GRID PRODUCERS ARP USERS’ TELECOM USERS GROUP GROUP (n=25
Slide 9: ELIA Satisfaction Index
ELIA Satisfaction Index The 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. VERY HIGH satisfaction 67 = 69 +2 69 -1 67 -6 69 n.a. 60 -4 63 -6 MEDIUM satisfaction LOW satisfaction 2
Slide 10: ELIA Customer Effort Score
ELIA Customer Effort Score The ease of doing business with Elia remains at the same, high level as in 2014. EASY collaboration 72 72 NEUTRAL DIFFICULT collaboration 2014 2016 (n=250) (n=252) Q2.2 Base: Total Customer Satisfaction Elia 2016 / January 2017 / © Market Probe Market Probe 10
Slide 11: ELIA Customer Effort Score
ELIA Customer Effort Score The 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. EASY collaboration 72 = 74 +3 74 -1 72 -3 73 n.a. 70 -5 N
Slide 12: Awareness of ELIA Users' group
Awareness of ELIA Users’ group The awareness of Elia Users’ group decreased amongst Grid Users and Producers. 67% -1 60% -3 44% 41% -11 34% -24 -12 2016 DSO GRID PRODUCERS ARP USERS (n=225) (n=24) (n=142) (n=34) (n=25) Q3.9 Base: Total, excl. Users’ Group & Telecom Group + = - compared to 2014 Signi
Slide 13: ELIA's stakeholders are as satisfied as in 2014
ELIA’s stakeholders are as satisfied as in 2014 • 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
Slide 14: Image
Evolution of customer satisfaction regarding: Image
Slide 15: Evolution of customer satisfaction about Image
Evolution of customer satisfaction about Image Regarding image, very stable results compared to previous measurement. % Top 2 scores (Excellent + Very good) net score 2014 2016 (2016-2014) 20% 80% Elia’s expertise 7677 +1% Elia’s role at European level 43 47 +4% *Excluding Telecom group Elia’s effic
Slide 16: Strengths to maintain and priorities to improve
Priority setting: Strengths to maintain and priorities to improve
Slide 17: Introducing you to the new priority grids
Introducing you to the new priority grids PRIMARY PRIORITIES TO IMPROVE STRENGTHS TO BE HIGHLIGHTED Aspects with a high impact on the customers’ overall Aspects with a high impact on the customers’ overall evaluation, but with below average performance. evaluation and with an excellent, above averag
Slide 18: How to read the next slides?
How to read the next slides? This type of slide was created for each client group. PRIMARY PRIORITIES TO IMPROVE STRENGTHS TO BE HIGHLIGHTED Aspects with a high impact on the customers’ overall Aspects with a high impact on the customers’ overall evaluation, but with below average performance. evalu
Slide 19: USERS' GROUP
USERS’ GROUP PRIMARY PRIORITIES TO IMPROVE STRENGTHS TO BE HIGHLIGHTED The extent to which Elia acts impartially The new Customer Hub web portal including easy access to your contracts and invoices The price/quality ratio for connection to the grid and access to it Elia’s expertise Impact you have a
Slide 20: USERS' GROUP: Enthousiasts vs. Dissatisfieds
USERS’ GROUP: Enthousiasts vs. Dissatisfieds ENTHOUSIASTS DISSATISFIEDS % excellent + very good % not so good + bad The new Customer Hub web portal including easy access to your contracts and invoices 100% Elia’s expertise 93% The information provided on Elia’s website and its clarity 83% 8% Elia’s
Slide 21: Many thanks for your attention!
Many thanks for your attention! Erik Luijts – Lynn Somers ELIA SYSTEM OPERATOR Boulevard de l'Empereur 20 1000 Brussels +32 2 546 70 11 info@ elia.be www.elia.be An Elia Group company January 2017