The UK government has tasked energy suppliers with the installation of 50 million smart meters in 30 million homes across England, Wales and Scotland by 2020.
The smart grid was devised to solve many of the UK’s problems with energy. It’s been designed to help better match supply and demand, and to deliver a more efficient, greener and less wasteful provision of energy.
As one of the big 6 energy companies, EDF Energy are playing their part in the management of the smart meter installation process.
EDF Energy turned to Populus to conduct ongoing customer experience tracking. They wanted to ensure a consistently good customer experience across all channels and contractors, and to make sure that all installations were fully compliant with all the Smart Meter Installation Code of Practice (SMICoP) requirements. They also needed to provide actionable insights to optimise customer experience and drive efficiencies.
What we did
Since June 2015, Populus continuously interviews a robust sample of EDF Energy customers every month. We also collect feedback via postal cards and qualitative interviews.
This gave EDF Energy a direct view on customer satisfaction on an ongoing basis. In addition to tracking customer satisfaction with various elements of the installation process, Populus was able to:
- Flag areas where the installation was not fully delivering for customers and suggest ways to improve the process
- Identify the impact of technical problems on customer satisfaction
- Help EDF Energy to set NPS targets for both their own and third party installers to assess performance and help with bonus decisions
- Suggest changes to the SMICoP set questions to aid fairness in tracking and improve the customer’s survey-taking experience.