SP Energy Networks

With extensive knowledge and experience in the utility sector, we have developed and maintained a great relationship with SP Energy Networks...

"The research information provided is always clear and concise and, knowing our marketplace well, they offer their own insight into customer trends."

The Customer

Scottish Power Energy Networks are now just one of our many utility customers. Having demonstrated excellent service, SP Energy Networks have now commissioned a number of research projects to us.

The Outcome

Our partnership with SP Energy Networks came about following their commission to undertake a longitudinal tracking survey. We were initially commissioned to monitor satisfaction levels within their call centre on a weekly basis with customers who had reported a loss of electricity supply. The purpose of this research was to identify procedural changes that would impact on the results monitored by OFGEM; we also looked identifying improvements to the communication process that customers were experiencing as a result of a loss of to their electricity supply.

Following on from this project, we were commissioned to implement a programme of research into the customer journey whereby, using a combination of qualitative and quantitative methods, we were able to take an in-depth review at their complete journey considering all touch-points and identifying customer expectations measuring what the organization had to do to meet or exceed expectations. The research looks at a number of SPEN processes including:

  • Loss of power supply
  • General services and enquiries
  • Connections work
  • Planned Interruptions
  • The complaints process
  • Insights

Explain has supported SP Energy Networks with their business planning processing conducting workshops, in-depth interviews, focus groups and quantitative surveys. We also manage their online community allowing real time insights to be captured.

Customer insight is critical to the improvement of SP Energy Networks and has enabled changes to be made across the business to further increase customer satisfaction and enhance the customer journey for both business and domestic customers.

“SP Energy Networks view customer research as critical to business improvement and Explain involve themselves in both strategy with Directors, and with operational managers on the front line. We find them to be very professional and responsive in their client management. The research information provided is always clear and concise and, knowing our marketplace well, they offer their own insight into customer trends. SP Energy Networks see Explain as a partner of the future to continue identifying customer experiences requiring improvement initiatives.” 

Vicky Kelsall, Customer Services Director

“As Stakeholder Manager of a regulated business, I have worked with Explain over the last ten months to engage our stakeholders in the business planning process RIIO-ED1. Explain has facilitated workshops, conducted in-depth interviews, run focus groups and implemented surveys to ensure that stakeholder feedback has been at the very centre of our business plan. I have found Explain to be responsive and flexible to our requirements, delivering high quality reports and strategic recommendations based on knowledge of the utilities sector. With their advice and guidance we were able to optimise attendance at our stakeholder events and their facilitation of discussions ensured that we captured in-depth thoughts and opinions from attendees. We have recently renewed our contract with Explain and I look forward to working with them in the future.”

Lynn Wilson, Stakeholder Manager

Sage Bellway

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