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Quality of Connections
This new incentive for RIIO-T2 replaces the Customer Satisfaction (CSAT) measure from RIIO-T1 and covers the customer experience throughout the connections journey. In the second year, we didn’t meet the target (7.7/10) and achieved a score of 7.2. We are working hard to improve on this lower score, with customers recognising the challenges we face during their customer journey.
Timeliness of connections
We must send our customers an offer to connect within an agreed timescale. Highest ever number of customer offer requests made in 2022/23 (635 in total) with all but 14 sent within the required timescales. This led to a £200k penalty in the incentive.
Generation and demand
We connected 200MW of Generation in 2022/23 and our current forecast for the RIIO-T2 period indicates a connection volume of 16.3GW compared to a baseline of 16.2GW. We also delivered 2 demand connections in 2022/23, connecting 248MVA to the network. Our current forecast for the RIIO-T2 period shows that we will exceed our baseline by 1,753MVA. For both these types of customer connections, we met all customer requirements to connect to the transmission network during 2022/23.