Explain was commissioned to implement a programme of customer journey research. Customer journey research looks at the entire process a customer goes through; rather than just looking at a snapshot of a customer interaction, this research looks at the entire journey considering all touch-points, identifying customer expectations and where the organisation sits in relation to these. The aim being to meet these expectations or exceed them, leaving the customer delighted. 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

Explain developed a programme of quantitative and qualitative research to look at each of the processes identified. The research looked at each process from start to finish, broken down into building blocks. Customer expectations and satisfaction with each building block was investigated allowing Explain to identify strengths and weaknesses within the process.

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.

The customer journey approach and clear direction from Explain has enabled SP Energy Networks to understand their customer interactions and what the key triggers are for a satisfactory and unsatisfactory experience. This will allow SP Energy Networks to develop their service and processes in line with customer expectations resulting in a positive experience every time. Results have been fed into the customer service plan and are being implemented within the organisation with change effectively managed with the support of the body of evidence developed through the work.

"SP Energy Networks view customer research as critical to business improvement, and Explain involve themselves in both strategy with Directors, and the front line with operational managers. 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. ScottishPower see Explain as a partner of the future to continue identifying customer experiences requiring improvement initiatives."

Vicky Kelsall, Customer Service Director, SP Energy Networks