Electricity Asset Management Plan 2019-2029
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Vector Limited://
KEY OUTCOMES AND SERVICE LEVELS In this AMP we have grouped the service levels around our key network outcomes. Each outcome has one or more associated service levels that measure our performance in that category. 2.2 CUSTOMER EXPERIENCE We aim to deliver a high-quality, intuitive experience – one that meets our customers’ needs and offers them choice. It also needs to be a seamless experience across all the interactions our customers have with us. We see this experience having four key parts: ease of dealing with us; speed of new connections; early notification of planned outages, and how well our contact centre is performing. DEFINITION The Customer Effort Mean Score (CEMS) service level measures the ease of customers’ experience with Vector. In other words, how easy we are to deal with. MEASUREMENT We will measure both single interactions and series of interactions with our customers – whatever makes up that direct experience with our customers . We will align this metric to customer journeys with the aim of continually improving our customers’ experiences. OUR HISTORICAL PERFORMANCE Previously we have measured the level of customer satisfaction using the overall customer satisfaction score. This has served us well; however we need to ensure we measure in a way that aligns with the needs of customers and results in improved customer efficiencies. CEMS has been measured quarterly for the past two years. Table 2-2 summarises this service level performance out of a rating of 10. 2.2.1 CUSTOMER EFFORT MEAN SCORE (CEMS) SERVICE LEVEL
DESCRIPTION
RY15
RY16
RY17
RY18
Customer Effort Means Score
-
-
6.9
6.7
Table 2-2 Customer Effort Means Score
OUR TARGET The target is to improve the Customer Effort Mean Score for RY19 to 6.8 and maintain this in RY20. Our aim to achieve a CEMS level of 7.2 by RY25 This will be reassessed every two years over the AMP period.
2.2.2 SPEED OF QUOTES FOR NEW CONNECTIONS (SMALL CONNECTION CUSTOMERS) SERVICE LEVEL
DEFINITION This service level applies to customers dealing with fewer than five lots and applies to the average time taken to quote on new connection applications. The speed of quotes for new connections is important to our customers, so we want to provide them the information as quickly as possible.
MEASUREMENT Measurement starts when a connection is requested and runs to the time the quote is provided.
OUR HISTORICAL PERFORMANCE At present, 84 per cent of standard quotes are sent out within two days, and 68 per cent of quotes for non-standard connections are sent out within seven days. These are relatively new measures implemented in RY18 when standard charges were introduced for residential, 60amp, single phase customer connections.
DESCRIPTION
RY15
RY16
RY17
RY18
Speed of quotes for new connections – Standard
-
-
-
84%
Speed of quotes for new connections – Non-standard
-
-
-
68%
Table 2-3 Speed of quotes for new connections
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