Focus groups, reflective of our broad customer base, to find out what customers felt was most important under our five overarching business and stakeholder priorities; Keeping costs down, Delivering and reliable and safe service, Delivering excellent customer service, Community involvement and social responsibility and Gearing up for the future.
To deepen understanding of customer and stakeholder insights under each of our overarching priority themes to help us provide a more responsive service in the short term and enable us to plan for GD2 with more confidence.
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Attending a gas escape within one hour and delivering affordable bills are valued most.
Safety, reliability and affordability should be intrinsically linked to form one priority area.
Developing alternative fuels is seen as an investment priority.
Outstanding customer service and energy solutions to be discussed further at stakeholder and customer event to take place in July 2017.
Providing transparency around bills, through enhanced communication, is essential.
Updated customer letters and envelopes with bill information and updated website with infographic to explain the bill breakdown and how customers money is invested.