Electricity Asset Management Plan 2019-2029
32 Vector Limited://
CUSTOMER PERSONAS We use a variety of data-driven customer personas to focus our understanding of our different customers and their unique needs – and to inform our investment and design decisions regarding the technology used to interact with them. CUSTOMER JOURNEY MAPS We take our understanding of different customer personas and map out what their experience is like – and what they would like it to be. For outages, we consider how we notify customers about planned outages and what communication channels they prefer for both planned and unplanned events. This allows us to determine where gaps exist between what we do and what customers want, from which we can establish programmes of work to address those gaps. Our Customer Journey Maps are periodically reviewed and updated as we identify new challenges facing our customers and continually seek to improve our service.
Vector employees engage with members of the community at Pacifika Festival.
CUSTOMER ADVISORY BOARD (CAB) Our Customer Advisory Board is comprised of
representatives of our different customer groups who give freely of their time. They are brought together each quarter so we can share our thinking and test our approach on a variety of topics, from pricing to technology enhancements and more. Our customer ‘advisers’ are open and honest in their views, learn and then share this new knowledge with their peers, and become, in turn, our advocates. Participants take part on the Board for a time before new members take their place to provide fresh thinking. The CAB does not replace other survey forms, it just adds to the richness of the research we carry out.
Figure 1-9 Example of customer persona ‘Gladys’
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