Simple TV Advertising Monitor

1
Electralink Customer Survey SPAA Executive
Committee Presentation 28th January 2009
2
Research Method
Combined Approach
Quantitative
Qualitative
CATI Telephone Interviews 34 SPAA
45 Minute Face-to-face Depth Interviews 3 SPAA
3
SPAA - Key Headlines
Qualitative
Quantitative

• In all areas the high standards already reached
  by Electralink have been consolidated further. In
  particular, the quality of service and people
  drive this. In turn, maintaining continuity is of
  concern to customers.
• There is a sense that Electralink is improving
  with no feedback indicating a significant
  deterioration in service levels and only limited
  suggestions for improvement.
• There are strong scores generally over the past
  12 months, particularly in the area of Finance
  Auditing services (amongst Board Members).
• There has been a clear decrease in service
  ratings for all organisations (although less so
  Electralink). This is most likely to be a
  function of the wider coverage of customers in
  this years survey.
• Although Electralink is still seen as providing
  an efficient, fast and professional service,
  understanding of the needs of SPAA is still
  perceived to be less strong.
• The main improvements suggested for SPAA relate
  to the website and to keeping people better
  informed.
• The office move is well received, serving to
  re-enforce perceived value for money.

4
Overall Impressions Observations
Qualitative

• Core roles are seen as secretarial and
  administrative, change management and
  administration, and looking after the website -
  All done well, little that could be improved.
• The quality of the people is key to this - very
  approachable, helpful and knowledgeable, open and
  appropriately friendly and proactive.
• Helpdesks generally very good
• Many dont recognise the idea of a helpdesk
  deal with their contacts
• Email best for concise enquiries, telephone
  otherwise (for immediate response/
  acknowledgement)
• Mainly seen as at least as good as, and sometimes
  better than similar industry organisations.

5
Electralink is generally felt to be at least as
good as, and in most cases better than, other
industry bodies but hard to compare
Qualitative
could think of couple of things xxxx could lean
from Electralink! Electralink has a better
website.
xxxx is not user friendly. Dont keep
email circulation lists as up to date.
They compare very favourably to xxxx - xxxx are
a bit top heavy, a huge business. xxxx could
probably benefit from some process re-engineering
and could streamline things .
6
Rating Versus Other OrganisationsSummary
Quantitative
SPAA Mean Change Score vs
2007 Electralink 8.12 -0.28 GEMSERV /
MRASCO 6.67 -0.53 Elexon 6.13 -0.12 National
Grid 6.38 -1.04 JOINT GAS OFFICE 6.95 0.95 OFG
EM 5.35 -0.73 Xoserv 5.52 -1.15 Base All Who
Use Each Company (Various) Asked of OFGAS in
2007
Overall Satisfaction Mean Score out of 10
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Electralinks Key Strengths
Qualitative

• Open and co-operative attitude, working in
  support of the industry, in partnership with it
  (very approachable, helpful and knowledgeable).
• Very good communication and administration
  skills. Helpful, efficient and timely
  communication in support of
• Meetings events, including user groups, board
  meetings, expert groups etc.
• Very few weaknesses identified, often relatively
  minor or transient issues.

Very independent, give lots of helpful advice
on how various clauses processes work .. very
helpful in an explanatory way the ways in which
the constitution works.
Therere lots of emails But its relevant
stuff. You cant complain dont know whats
going on. I want it Im a fan of being told
things, and deciding if I need to know. .
8
Satisfaction With Electralink ServiceSummary
Quantitative
SPAA Mean Change Score vs 2007 Overall
Rating 8.12 -0.28 Overall Professionalism 8.53
-0.34 Being Responsive 8.15 -0.32 Being Easy To
Deal With 8.53 0 Being Highly Efficient 8.09 -0.
24 Communicating Clearly 8.06 -0.14 Understandin
g Your/ The Business Needs
Of 7.74 0.07 Base Total Sample (34)
Wording changed slightly in 2008
Mean Score out of 10
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Main Reasons For Satisfaction /
DissatisfactionSPAA Sample
Quantitative
Total Give Score Give Score Sample of 1 -
7 of 8 - 10 11 48 22 36 0 28 0 12
0 8 11 4 11 4 11 4 22 16 Base Total
SPAA Sample (34) (9) (25) NB Mentions by 1
person (3) not shown
Service Efficient / Professional / Accurate
Generally Happy With Service
Quick Service / Prompt Turnaround Of Problems
Approachable / Helpful
Good Communication / Positive Interaction
Good Administration
Knowledgeable
Website Could Be Improved
Dont Know
10
Summary Versus Previous Years
Quantitative
Comparisons are made only across those ratings
present in all years shown
Average No Of Ratings Year Base (Mean
Score) Compared SPAA Survey 2006 15 4.56 12 20
07 15 4.27 12 2008 34 4.29 12
The above is like for like comparison on
statements scored as follows Rating Score Very
Good 5 Good 4 Adequate 3 Poor 2 Very
Poor 1 Those with no experience or not using
services / features rated are excluded from the
mean scores.
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Average Rating Of Main Service AreasSPAA Sample
Quantitative
No. of Mean Change Service Attributes
Score Attributes Since Area Rated 2008 Compare
d 2007 All Ratings 31 4.24 22 0.02 Finance
Auditing 7 4.52 5 0.38 Management Of SPAA
Ltd 10 4.26 7 -0.02 Helpdesk For
SPAA 5 4.25 3 -0.16 SPAA Website 9 4.01 7 -0.11
Base All rating each attribute Change
compared only on ratings in both 2007 and 2008
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SPAA - Key Service Changes Since 2007
Quantitative
Change in mean score since 2007
Up Down How well Electralink manage
the The quality of SPAA meeting year end audit
process and AGM 0.64 agendas and minutes
provided -0.50 How well Electralink support the
Overall helpfulness (of the SPAA Finance
Audit Committee 0.57 helpdesk) -0.46 The
quality of the monthly Ease of use (of the
SPAA website) -0.25 management accounts 0.42 The
handling of the company The management of user
access secretarial matters 0.32 privileges (on
the SPAA website) -0.24 Electralinks efficiency
in operating the annual voting system
0.26 Wording changed from Ease of
navigation Caution Low Base Size, Active SPAA
Board members only (9) NB All other changes
were less than /- 0.20
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Electralink is a very lean organisation with good
knowledge of the industry concentrated into very
few people
Qualitative

• Tight staffing suggests value for money. But also
  makes some ask questions is there a backup
  plan? Some (not widespread) awareness that this
  has been discussed a plan may have been put in
  place?

Elizabeth she amazes me, she gets everything
out on time, shes at all the meetings, etc.
If they lost an expert. .. I wonder if theyve
got a business continuity programme? I would
expect theyve got something in there.
Elizabeth is so good at keeping me up to date.
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SPAA Perceived Improvement Over Past 12 Months
Quantitative
Improved Got Worse (A little/ A lot) (A
little/ A lot) Electralink Service Value
For Money
Main reason given for perceived improvement in
Electralink Service Service is consistent/
Always good 75 Base All saying services
improved (4)
15
Website Feedback
Qualitative
I wonder if its user friendly I know my way
around it, there is a school of thought its
slightly strange in the way you navigate around
it. Im used to it, so I rarely have any
problems finding things.

• Had some early teething problems but seen as OK
  now. Suggested improvements are limited.
• Used to view documents - agendas, minutes, change
  proposals, details of meetings
• Contact lists handy to have a list of SPAA
  contacts.
• The structure and content of the website could be
  improved. Make the first page more Janet
  John.
• Login and security password system a bit strange
• Some said the website was OK
• but others found it more of a struggle,
  especially when they were new to it.

The website is a useful resource takes a
little while to pick up but better then some
others!
the various meeting groups .. they have previous
future meetings a bit confusing click on the
sub menus then it provides a long list of all
the meetings by group If you look at Joint
Office for instance, they have sub menus of just
the specific groups and everythings under there
more direct, easier to find.
its like a lot of websites, theres a technique
to getting round them. I wouldnt criticise it
its there , it just takes a while to find it.
16
SPAA Suggested Improvements
Qualitative
Quantitative

Describing how the systems, processes,
constitutions, groups work. Bit about the
history, how it evolved, changed etc.

• More (frequent?) inductions
• For users
• And directors
• Would be helpful to have more background info on
  e.g. change packs as they come out for people
  less familiar / less experienced in SPAA with
  SPAA / experience of the industry.
• Possible expansion of SPAAs remit
• Could Electralink be at other industry forums on
  behalf of SPAA?
• SPAA could improve on taking account of the
  impacts on other organisations of changes in SPAA
  noting how the interaction works, or maybe
  doesnt work

I would have valued an induction as a director
of SPAA they could have done more, and can
still do more.
There are plans afoot to expand whats in SPAA
scoping a new info system, that the transporters
may or may not be involved in. Could be useful,
if theres positive benefit.
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Overall Conclusions
Qualitative
Quantitative

• High existing standards maintained or improved.
• Core to this is efficient, responsive service
  epitomised by Helpdesks and general communication
  and management.
• Limited yet specific suggestions for improvement.
• The wider challenge
• Maintaining continuity of expertise at an
  individual level whilst still being seen to be
  proactive and moving the service forwards.

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Electralink Customer Survey SPAA Executive
Committee Presentation 28th January 2009