Improving your connections experience
The experience we provide our customers is extremely important to us and we are keen to receive your feedback regarding the service you receive during your connection journey. This way we can focus on what matters most to you. To gather your feedback we have worked with Ofgem and the other onshore Transmission Owners, to collectively develop a new ‘Quality of Connections’ survey.
Through feedback already received from customers, we’ve identified key touchpoints of the connections journey which will be used as quality checkpoints of the survey. You may be asked about one of these stages shortly after your project has been passed through.
The feedback provided through the survey will allow us to understand what we need to improve, as well as what we need to continue. The score will be collated and an average score across all customers will be fed into our reporting to Ofgem, which will provide us with either a reward or penalty, dependent on how we have performed.
To view our customer satisfaction performance please follow this link.
We’re always looking to improve the service we provide so, if you wish to provide additional feedback, please email us.