Findings from the 2010 Satisfaction Survey
Overall satisfaction
The level of satisfaction achieved an average of 7.6 on a scale of 1 to 10. You awarded particularly good marks to our main services: 7.4/10 for the connection, 7.6 for grid access, 7.3 for accessibility of data, and 7.5 for access to the market.
| ++ | < Best marks |
|---|---|
| 8,5 | Relationship with dedicated representative |
| 8,1 | Availability of dedicated representative |
| 7,8 | Usefulness of information on RTE Customer Space |
| 7,7 | RTE’s compliance with the contract |
| 7,6 | Access to the grid |
| -- | < Less satisfactory marks |
| 5,5 | How well claims are processed |
| 5,9 | Flexibility/room for manoeuvre with representative |
| 6,2 | CURTE consultation |
| 6,2 | Commitment price/level of payment |
| 6,3 | Claim processing speed |
| 6,4 | Flexibility for making changes to contract |
RTE’s image
RTE is unequivocally considered an industrial, effective enterprise, open to feedback. Its recognition as an innovative enterprise, although less marked, achieved 77% among responders.
Popular improvements
The modernisation of means of communications between RTE and its customers proved very popular:
- new communications tools accessible via the RTE customer web portal: Spaces (Customer space, Customer Services portal, CURTE space, etc.) make more complete information more easily accessible;
- the quality of the support hot line (7.3/10) and communication in case of accident (7.4/10) improved.
An increasing number of you make use of the online Customer space. Your comments made it clear that you have high expectations and demands for improved communications.
Your claims
You are, on the other hand, more critical when it comes to claims processing, due to sometimes lengthy delays (6.3/10), and quality of responses that were considered insufficient (5.5/10). Distributors are the greatest in number to have said to have submitted claims. Overall, you said that you would like RTE to make progress by considering time delays and your concerns.
The importance of criteria and performance measuring
Our objective for the 2010 survey was to understand what you value by asking what was important to you. To this end, the new questionnaire was formulated with the help of a panel of customers, and a new method of statistical analysis was applied that classed criteria according to their influencing power on your overall satisfaction. All themes relating to contract management proved particularly influential. Criteria concerning the dynamic of our customer relations played an equally important role in your satisfaction.
Criteria ranking according to level of influence:
As well as the level of overall satisfaction, this survey provided an “excellence” index, which allows us to measure RTE’s performance according to the criteria that you judge to be the most important. On this excellence index, 10,000 points corresponds to “100% of satisfied customers in 100% of the criteria”. RTE achieved 6,194 points on the index, revealing, beyond a good level of overall satisfaction, that we have much to improve on in the domains that you consider a priority.
Contract management
Contract management featured highly in customer expectations given the weight it held in your responses. You consider these contracts well complied to (7.7/10), but not adapted well enough to your needs (7.1/10), particularly because of a lack of flexibility and the impossibility of adding custom clauses. Ease of making changes and clarity of the contract are considered insufficient (marking 6.4 and 6.9). Trader and distributor customers are the most critical on this point.
Customer services
Contract management featured highly in customer expectations given the weight it held in your responses. You consider these contracts well complied to (7.7/10), but not adapted well enough to your needs (7.1/10), particularly because of a lack of flexibility and the impossibility of adding custom clauses. Ease of making changes and clarity of the contract are considered insufficient (marking 6.4 and 6.9). Trader and distributor customers are the most critical on this point.
Consultation
The CURTE (Transmission System Users' Committee) consultation measure is unknown by a large number of our customers (79%), which indicates that we need to sustain efforts through the CURTE space to provide greater access to our works as a whole. The consultation process itself, scored lowly by those that knew of it, must improve. Efforts were especially made during the consultation carried out by RTE in the first quarter of 2011 regarding the capacity mechanism.
Your issues in the years to come
You also told us about your own main concerns, which varied between producers, distributors, consumers and traders.
The issues you consider a priority are:
- Managing your business’ electricity consumption,
- Managing the cost of electricity and optimising your CART contract,
- Obtaining better quality and consistent supply of electricity,
- Developing production facilities (wind farm, biofuel, etc.), distribution facilities (substations) within acceptable timeframes and connection cost conditions,
- Preserving and developing industrial business, within an environment of strong international competition,
- Harmonise grid codes and market workings at a European level.
70% of you believe that RTE can help you address these issues.
New RTE services
In addition to our core base of services, you showed interest in an increased range of services, especially in the domains of training, making data, and even advice, accessible. The RTE services range will continue to undergo improvements in order to better fulfil your needs.
From satisfaction to performance
RTE commits to paying attention to these findings and what your comments reveal in order to make progress and bring permanent, effective responses to the issues that you consider the most important. This commitment is part of an on-going, sustainable process.
- RTE measures customer satisfaction:
