Each year we commission an independent customer survey to understand people’s views on our performance. Headline findings from the 2021 survey included that:
- 61% of respondents said they would speak highly of Elexon if asked
- 91% of respondents said that our service had improved or stayed the same in 2021
- Satisfaction with our OSM service improved significantly, with 54% of respondents rating the
service highly, compared with 46% in 2020 - However, the rating our customers give us for value for money declined. In 2020, 63% scored Elexon 8 out of 10 on value for money, falling to 48% in 2021. From the comments received, no specific element was identified here but the survey period did coincide with the sharp increase in wholesale gas prices.
Below is a summary of the results in each key area:
Quality of service
- 77% of respondents placed ‘a lot of value’ on the quality of our service, an increase of 6% compared with the 2020 customer survey
- 18% placed ‘some value’ on the quality of our service
- 2% placed ‘no value’ on the quality of our service
- 3% said the quality of our service was not relevant to them
Giving you access to experts
- 68% of respondents placed ‘a lot of value’ on the access we provide to experts in Elexon – an increase of 5% compared with the 2020 customer survey
- 24% said they placed ‘some value’ on having this access
- 6% placed no value on access
- 2% said that access to experts was not relevant to them
The reliability of our service
- 62% of respondents placed a ‘lot of value’ on the reliability of our service – an increase of 1% compared with the 2020 customer survey
- 27% placed ‘some value’ on the reliability of our service
- 1% placed no value on the reliability of our service
- 10% said the reliability of our service was not relevant to them
The speed of our service
- 58% of respondents placed a ‘lot of value’ on the speed of our service – an increase of 10% compared with the 2020 customer survey
- 35% placed ‘some value’ on the speed of our service
- 2% placed no value on the speed of our service
- 5% said the speed of our service was not relevant to them
Being adaptable
- 46% of respondents placed ‘a lot of value’ on Elexon’s ability to adapt, a decrease of 7% compared with the 2020 customer survey
- 37% placed ‘some value’ on our ability to adapt
- 7% placed no value on our ability to adapt
- 5% said Elexon’s ability to adapt was not relevant to them
Keeping costs to a minimum
- 29% of respondents placed ‘a lot of value’ on Elexon’s efforts to keep costs to a minimum – this score was the same for the 2020 survey
- 31% placed ‘some value’ on Elexon’s efforts to keep costs to a minimum
- 7% placed no value on Elexon’s efforts to keep costs to a minimum
- 33% said Elexon’s efforts to keep costs to a minimum was not relevant to them