Customer Satisfaction Surveys

Location

Coventry

Description

Customer Satisfaction Surveys - Type of Contract - Services

Total Quantity or Scope

Customer Satisfaction Surveys - As regulated companies, the GDNs are required to operate within a regulatory framework which is managed through a contract between us and Ofgem for the delivery of our obligations. We are approaching the end point of a 5-year contract period with Ofgem, called RIIO-GD2. Through the RIIO-GD2, the GDNs were incentivised to deliver excellent customer service, and there were penalties if performance were below target. Customer satisfaction was measured through compiling the results of survey through phone, postal and online methodologies sent out to a selection of impacted customers across Connection Services, Mains Replacement and Emergency Response and Repair. Ofgem has outlined how customer satisfaction should be measured in their Regulatory Instructions and Guidance (RIGS) document . The GDNs have a contractual obligation to follow these strict guidelines, and it will be a responsibility of the successful bidder to support meeting these requirements. The data quality and assurance is paramount to ensure that the information provided by the service provider used to report to Ofgem is accurate.

Award Detail

Renewal Options

2 year contract with up to 3 x 1 year extensions

CPV Codes

• 79342311 - Customer satisfaction survey

Indicators

• Options are available.