2018 survey respondents speak highly of ELEXON

ELEXON has published the results of the 2018 customer survey today where energy companies and other stakeholders rate our performance as manager of the Balancing and Settlement Code (BSC).

Advocacy graph from 2018 customer survey

The annual survey was coordinated between November and December 2018 by an independent market research company.

The results show that 74% of respondents would speak highly of ELEXON, an increase of 13% compared with 2017.

CEO’s comments on the results

ELEXON’s Chief Executive, Mark Bygraves, said:

“The latest results show high levels of satisfaction with our services. In particular, it is good to see that almost all of the respondents (92%) believe our service has improved or stayed the same, the highest score for this in seven years.

“We are also pleased there is continued appreciation shown for our expertise, the way we support and guide the industry and being a ‘critical friend’. Acting as a ‘critical friend’ is an important role for us as a code manager, especially when it comes to making changes to the BSC.

“We will continue to deliver ‘best in class’ services to support new entrants and established companies while the industry continues to go through major changes.

“Despite the good results of the survey, we aren’t complacent and we will continuously look at how we can make improvements to our services.”

Key takeaways

Better communication

Many respondents to the survey recognised the improvements we have made to our website, portal and webinar services. We continue to improve our communications. We are now a member of the Plain English Campaign that means we are committing to making our documents simpler to read.

Improved technology and better engagement

The survey identified some areas where we need to improve:

  • Generally respondents want us to communicate more proactively and make greater use of technology when hosting meetings
  • Smaller companies and new entrants want us to engage more directly with them and gain a deeper understanding of their business
  • The largest energy companies, supplier agents and other industry bodies want us to improve some of our dedicated support services

Background to the 2018 survey

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