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Customer engagement - impact on customers

The change in operating arrangements on the C2C selected circuits could potentially increase the number of short duration interruptions experienced by all customers; as closing the normally open point (NOP) to form a closed ring will generally double the number of customers affected by a fault. But the new operating regime should deliver a shorter interruption to supply than under present operating arrangements. It was therefore essential to carry out extensive customer engagement throughout the trial to understand any impact on overall customer experience.

We carried out detailed customer research with a sample of customers in the trial area to understand any relative shift in overall customer experience, looking at power quality, interruption frequency and duration.

The results of this engagement showed that the change in operating conditions did not adversely affect customer perception of their electricity service. In some cases customers’ perception was more favourable for all three key power quality measures: frequency, duration and dips and spikes. Full reports on the research can be found in the Customer reactive post-fault report and Customer proactive power quality monitoring report. 

We also employed an engaged customer panel to explore the extent to which customers understood C2C, its benefits, any perceived barriers to its success and whether domestic customers needed to be informed about it. This panel helped formulate effective communication plans, as a result of which we published and circulated a customer leaflet to all domestic customers on the trial circuits before the trial started. A detailed summary of the framework and key findings can be found in the ECP report.

Related documents


Findings from research carried out with an Engaged Customer Panel to understand domestic and commercial customer reactions to C2C. The research helped formulate effective communication plans to customers affected by C2C.

Leaflet that was sent to all customers on the C2C trial circuits following the findings of the engaged customer panel.

Learning from a strategic piece of customer engagement research to understand any relative shift in the overall customer experience due to the C2C Method.

This peer review considers the suitability of the reactive post-fault survey methodology to provide robust quantitative research that will assist in answering the C₂C hypotheses. 





This peer review evaluates the analysis in the reactive post-fault survey report which aims to understand any relative shift in the overall customer experience due to the changes in operating arrangements brought about by C2C.

 

The purpose of the engagement was to help understand any relative shift in the overall customer experience due to the C2C Method, through measuring its impact, if any, on the perceived reliability of power quality, interruption frequency and duration.

This peer review considers the suitability of the proactive monitoring research methodology to provide robust quantitative research that will assist in answering the C₂C hypotheses.

This peer review evaluates the analysis in the proactive power quality monitoring report into the effect, if any, of the C₂C Method on customers.


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