How satisfied are our customers?

Every week, Explain Market Research, an independent company, carries out telephone surveys with our customers to find out how satisfied they are with the services we provide. We aim to provide a level of service that our customers expect and exceed expectations, and where we have failed to deliver, we use the scores and feedback from our customers to help inform what we need to do to improve.

The scores, based on this survey are reported to our regulator, Ofgem, as part of the Broad Measure of Customer Satisfaction Incentive Scheme on an annual basis. Our ultimate aim is to continuously improve the services we provide to our customers and increase our customer satisfaction ratings year on year.  

During the regulatory year April 2014 to March 2015, around 7,487 of our customers were surveyed by Accent who:

  • contacted us in relation to an unplanned power cut
  • had a planned power cut
  • requested a price quotation and a connection if they wished to proceed with the quotation
  • had a general enquiry where a service has been provided or a job had been completed

Our customer promises...

We are committed to five promises that guide our efforts to satisfy our customers:


Annual Customer Satisfaction Scores

April 2015 - March 2016


Customer service is at the heart of what we do

With this in mind, we listened to what our customers said about how we can improve our services and the ways we can support them further. During the regulatory year April 2014 to March 2015, we have seen some positive improvements, but we recognise we still have more to do as industry-wide performance continues to improve.

During April 2014 to March 2015 we have:

  • improved our website so that it’s fully customer-device responsive, making our online services much more accessible from smart phone and tablets
  • introduced an interactive map where customers can check whether we are aware of a power cut in their area and can sign up to receive updates by text message
  • improved our communication for customers affected by power cuts on our high-voltage network, issuing text messages to customers typically within 5 minutes of a power cut occurring to let them know that we are aware, and to advise when we expect to have their power back on
  • extended our general enquiries helpline opening hours to 24/7, and improved information on current lead times for connections and other engineering work
  • introduced a text message and email service for customers who are will be affected by a planned power cut to remind them about the power cut  three days in advance to help customers prepare or make alternative arrangements
  • simplified our connection quotation packs for our small works customers
  • improved payment arrangements for connections customers.

Quarterly Customer Satisfaction Scores for Northern Powergrid