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Commercial customer engagement

To realise the capacity benefits that C2C can offer requires new and/or existing customers to adopt new forms of commercial arrangements. The trial area affected 12% of our customers, of which approximately 1200 were I&C customers. We contacted all our industrial and commercial (I&C) customers on the selected circuits directly to test their appetite for these new commercial contracts. 

Project partner Impact Research gathered and collated a segmented database from our customer data systems then cleansed and enriched the data to provide a holistic and meaningful view of the trial area customers. We then issued a bespoke mailing containing a leaflet and video to all 1200 customers. A total of 180 questionnaires were completed by I&C customers from 12 July to 10 August 2012 either through online self completion or by telephone interview. 

The research explored various contract elements including: the maximum number of managed interruptions per year; the maximum cumulative interruption duration per year; the payment method; the length of contract; the number of safeguarded days; and various levels of payment. Key findings from our research showed:


  • Many I&C customers found the C2C concept appealing and 31% would recommend their organisation consider opting into a C2C contract


  • Contracts need to be carefully tailored to the needs of individual customers, with a range of customisable contract elements offered to make them as attractive as possible


  • An increase in financial reward outweighs all other factors particularly the inconvenience of longer durations.

Related documents

Learning from a strategic piece of market research  to understand the potential take-up of new demand side response commercial offerings across various customer segments. This report also informs the commercial terms of any offering for such a service.

This peer review of the customer survey results is intended to maintain standards of quality, improve performance, and provide credibility.

This peer review considers the suitability of the customer engagement framework methodology to provide robust quantitative research to assist in answering the C₂C hypotheses.

The culmination of an 18-month customer engagement exercise with industrial and commercial (I&C) customers who either accepted or rejected a C2C managed connection agreement or a managed supply construction and installation agreement

This leaflet was mailed to all commercial customers in the C2C trial area to inform them about the project and invite them to take part in the trial survey.

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