The satisfaction of our customers is largely determined by the convenience we offer. Our customer satisfaction scores in 2016 were 90% for the consumer market and 83% for the business market - in both cases a slight fall compared to 2015. Factors that drive customer satisfaction are the quality of service in relation to queries & complaints, billing, realisation, cost transparency and price perception. The duration of outages and the supply of information obviously also play a major role. One important reason for dissatisfaction in 2016 was the handling of complaints and queries. To remedy this, the complaints handling process was reorganised and staff were given communication skills training.
New measurement method from 2017
Over the past years, Alliander measured customer satisfaction with the aid of surveys. However, this provided too little input to enable the organisation to learn and improve. That is why customers are now asked to provide feedback immediately after we have completed our work. These measurements can be easily linked to the various processes within our organisation. It has now been decided that, starting from 2017, the outcomes of this Net Effort Score (NES) will be used to manage our performance. From mid-2017, the score will also be updated every month on our website.
Online customer service
Alliander offers services through traditional channels such as the telephone, but also via online media. Last year, we expanded our website information and functionalities as well as our online platform (mijnliander.nl). Customers can now log in to check for service outages in their area, report faults, make online payments and approve contracts. In addition, we have implemented a webcare programme and introduced new contact channels (WhatsApp and Livechat).
Benchmark survey: the best online service
In 2016, the services of network operators Liander, Enexis and Stedin were compared in a benchmark survey. As in the previous year, Liander achieved the highest score. However, the differences between the surveyed parties are steadily narrowing. The survey found that our information is effectively signposted and our written communications are clear and understandable. There were also points for improvement: information is sometimes too detailed or fragmented.