Electricity Asset Management Plan 2019-2029
34 Vector Limited://
COMMERCIAL CUSTOMER PROJECTS Our commercial customers who are working on sub- divisions and other larger projects are keen to build their own energy solutions – particularly now solar PV (photovoltaic), batteries and electric cars are becoming cheaper and more desirable. They also expect a choice of connection services to accommodate their changing requirements, given there is uncertainty around the speed of uptake of these new technologies. As with smaller projects we provide customers with a range of design solutions and associated standard prices to help them make an informed decision around their connection needs. For instance, they can choose differing levels of resiliency, from basic (suitable for housing) to super-resilient – the level you would want for a food business needing reliable refrigeration 24 hours a day. However, some customers will always need a bespoke solution and we can provide this. These customers can choose which service provider they would like to undertake their installation. REPORTING AND TRACKING OUTAGES As we focus on particular areas of need for customers, we start creating potential solutions we believe will meet their expectations. These can be tested and refined as needed. The focus is to make it easier for customers to report outages to us and then receive key updates. Customers want to know their power outage has been noted by Vector, when work starts and when power will be back on.
Multiple communication channels are also expected. And the longer the outage, the more likely that customers will use multiple touch-points, such as Vector’s website, contact centre and mobile app. Ensuring that these communication channels are easy to access, provide the right kind of information and are updated frequently, is key to customers having a good overall customer experience. For reporting outages to Vector most customers prefer to use text message or phone. Residential customers also have some preference for email with a third of SME preferring to use an app. The true test of whether a design solution like those above can solve customers’ problems is to test it with real customers. We test multiple times throughout the design process, and evolve and improve the design based on what we learn as we test. When we launch our solutions to market, we have a high level of confidence they will work for customers.
OUR COMMITMENT Delivering on our commitment to meet customer expectations of us is a responsibility we take seriously. We are fully committed to evolving the way we work alongside them to ensure we deliver solutions and experiences that make a meaningful difference in their lives.
RESIDENTIAL
SME
PREFERENCE FOR CONTACTING VECTOR TO REPORT OUTAGE 1
PREFERENCE FOR CONTACTING VECTOR TO REPORT OUTAGE 2
1st
2nd 3rd Total
1st
2nd 3rd Total
Text message/SMS
Text message/SMS
30%
22%
11%
63%
28%
21%
13%
62%
Telephone/mobile
Telephone/mobile
35%
14% 10% 60%
34%
14% 12% 59%
Mobile App
12%
15% 18% 44%
13%
11% 10% 34%
Website
8%
11% 10% 29%
8%
15% 11% 34%
Mobile App
Website
9%
9% 10% 27%
8%
9% 11% 28%
Social Media
Social Media
4%5% 9% 18%
8% 5% 7% 19%
Q. When an unplanned power cut happens, what are your preferred methods of contacting Vector to report the outage or to get information (e.g. how long, cause, etc)?
Q. How would you like us to communicate with you regarding planned/scheduled power cuts?
1. Sample size n=1042
2. Sample size n=303
Figure 1-10 Residential and SME preferences for contacting Vector to report outages
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