Customer satisfaction with network owners: Electricity transmission (RIIO-T1)

Chart

Source: RIIO electricity transmission annual report 2017-18.

Information correct as of: March 2019

This chart is an indicator of customer satisfaction with electricity transmission owners under the RIIO-T1 price control. It shows three scores comprising customer satisfaction over the completed years of the price control.

We update this chart on an annual basis. Click the ‘more information’ tab above for a summary of the latest trends, details of how to interpret the figures and for information on methodology.

Policy Areas:

  • Electricity - transmission

Data Table

Customer satisfaction with network owners: Electricity transmission (RIIO-T1)
Network ownersYear 1 stakeholder engagement incentive reward scoreYear 2 stakeholder engagement incentive reward scoreYear 3 stakeholder engagement incentive reward scoreYear 4 stakeholder engagement incentive reward scoreYear 5 stakeholder engagement incentive reward scoreYear 1 stakeholder survey scoreYear 2 stakeholder survey scoreYear 3 stakeholder survey scoreYear 4 stakeholder survey scoreYear 5 stakeholder survey scoreYear 1 customer survey score (NGET only)Year 2 customer survey scoreYear 3 customer survey scoreYear 4 customer survey scoreYear 5 customer survey score
National Grid Electricity Transmission5.7566.2575.17.537.747.537.77.887.417.47.547.47.74
Scottish Power Transmission4.95.56.256.256.47.47.16.97.98.3
Scottish Hydro Electricity Transmission5.4665.43.256.57.78.28.78

More information

Customer satisfaction with network owners: At-a-glance summary

  • The performance of all Transmission companies was broadly in line with their previously reported figures within the Price control. The exception to this was Scottish Hydro Electricity Transmission who had a small decrease in it's Stakeholder Engagement Incentive score. 

Relevance and further information

  • We want electricity transmission network owners to understand consumers’ needs and proactively engage with them to make sure these are met.
  • Network owners receive an annual financial reward or penalty based on their survey scores. Rewards can be up to 0.5% of annual revenues per company.
  • There is also a stakeholder engagement incentive discretionary reward, which is an annual panel assessment of stakeholder engagement. 

Methodology

For the customer and stakeholder satisfaction surveys incentive, companies may be rewarded or penalised depending on their performance against the targets set. The methodology for this incentive is outlined in the network owner’s licence conditions.

Ofgem and an independent panel of experts conduct the assessment for the stakeholder engagement incentive.

Date correct
March 2019
Policy area