Customer Survey Update 2008

01/12/2008

Our second customer survey, carried out early in 2008, confirmed we had made significant progress across all customer satisfaction areas measured. However, a number of areas where improvement is still required were identified, and throughout this year we have started to tackle these and help improve the service we offer.

We have changed the way we work where needed, and are focussing on areas such as changing our invoicing processes, reporting and sub-contractor procurement in response to specific areas of your feedback.

Reporting - our biggest challenge...

A key area for improvement from the customer survey has been the quality of reporting for both outage maintenance and site routines. In response to this feedback we are focussing on:

Outage Maintenance Reporting - Work is underway within UKES to provide a standard completion report to be completed by the National Grid Project Lead during the outage and issued on completion of works. This will contain confirmation of completed maintenance and any requests that have not been possible to complete with supporting comments. In line with requirements to provide reports this improvement will be introduced at no additional charge.

Site Routine Reporting - A major project to review the current reports provided to customers has been undertaken and a planned upgrade to our MIMS work management system in Spring 2009 will allow us to develop an improved tool for capturing results and readings during routine site inspections. As this is a long term development it is expected to be several months before we are able to review your requirements and offer what we believe will be a comprehensive and quicker alternative to current routine reports.