ELEXON 2019 customer survey shows increasing satisfaction with our service

The results of ELEXON’s latest annual customer survey show that overall satisfaction with our service has hit a three year high. We also achieved a record score from respondents on providing value for money services.

ELEXON serves more than 470 electricity market participants and conducts an annual independent survey to find out how energy companies rate its performance as manager of the Balancing and Settlement Code (BSC).

Satisfaction scores

The 2019 survey shows that overall satisfaction with our service has risen to 71 per cent.* This is our highest score since 2016, and is up seven points on 2018. 

Almost 70% of our customers would speak highly of ELEXON. We also achieved our highest ever score for value for money for our services since we started carrying out the annual surveys in 2003, with 95% of our customers saying our service had improved or stayed the same.

*This means that 71 per cent of respondents rated our service 8 or more out of 10)

Customers recognise good service from our operational support managers

We are the only code administrator that offers a dedicated operational support manager (OSM) service to each of our customers. Our team of ten OSMs provide the first line of support to companies that use ELEXON’s services, and this year, more than 80% of respondents said they are satisfied with their service, an increase of nine per cent on last year.

Respondents also recognised the changes ELEXON has made to the Performance Assurance Framework (PAF) which drives improvements in the accuracy of Settlement, with almost 70 per cent of respondents believing the changes made have improved the PAF.

Team effort to produce good results

ELEXON Chief Executive, Mark Bygraves, said: “We have introduced a change to this year’s survey to allow us to obtain more detailed feedback from energy companies of different sizes. This was done to provide us with more insight so that we can take more targeted actions to improve our service.

“It has been a real team effort to produce what is a good set of results in our latest survey. I am pleased that customers most appreciate the reliability and quality of our service and the expertise of our staff.

 “Clearly there are areas in which we must improve and evolve, so that we can offer a better service that helps our customers meet the challenges they face.”

He added: “I would like to thank everyone who took the time to complete the survey and give us feedback.”

Areas where we will look to make improvements

Following the feedback to the survey we will look to take action in the following areas:

  • Raising awareness of our major programmes including the PAF review and the Foundation Programme (our development of a new flexible, scalable platform which will provide a digital market entry service and a Settlement solution, together with insights and data to aid market participants)
  • Improving the service and user experience that we deliver through the BSC Service Desk and the ELEXON Portal.
  • Simplifying our communications so that we give clearer explanations, for example on proposals to change BSC rules

See the 2019 survey in full

ELEXON Switched On 2019 Customer Survey Results Presentation

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