Ofgem scheme administration: Customer satisfaction scores

Chart

Javascript is required to render chart Ofgem scheme administration: Customer satisfaction scores .

Source: Ofgem scheme customer satisfaction surveys.

This chart shows the customer satisfaction scores for Ofgem scheme administration as a whole as well as for the four main schemes that we administer on behalf of government: the Domestic Renewable Heat Incentive (Domestic RHI), Non-Domestic Renewable Heat Incentive (Non-Domestic RHI), Renewables Obligation (RO) and Feed-In Tariffs (FIT).

Policy Areas:

  • Environmental programmes
  • Domestic RHI
  • Non-Domestic RHI
  • FIT
  • RO

Data Table

Ofgem scheme administration: Customer satisfaction scores
MonthAll SchemesDomestic RHINon-Domestic RHIRenewables ObligationFeed-In Tariffs
Jun-1869.80%70.80%20.00%50.00%
Jul-1874.70%80.00%39.40%0.00%50.00%
Aug-1881.90%83.70%62.50%
Sep-1873.50%75.20%52.90%
Oct-1873.40%75.40%42.90%
Nov-1863.90%62.60%50.00%90.00%
Dec-1870.50%72.60%34.60%
Jan-1984.90%85.70%43.80%
Feb-1980.90%81.60%20.00%
Mar-1971.40%73.80%38.40%
Apr-1977.20%77.40%0.00%
May-1977.90%77.90%100.00%

More information

E-Serve

We define satisfied customers as those who score their satisfaction 8, 9 or 10 out of 10, or for smaller surveys with a 5 point scale, those who rate themselves as ‘extremely satisfied’ or ‘somewhat satisfied’.

Domestic Renewable Heat Incentive (Domestic RHI) 

Over the last 12 months, our scores have remained high, well above our 60% target, with an average of 76.4%. One of the main reasons for our strong application process score is the ease of the process.

Non-Domestic Renewable Heat Incentive (Non-Domestic RHI)

Over the past 12 months, there has been significant fluctuation in the scores. Since the beginning of 2018, we have seen a significant drop in the number of responses we receive. Due to the reduction in response return rates, the fluctuation in scores should not be viewed as significant due to the potential for a large margin of error which limits the conclusions/statistical significance that can be drawn from the results.

The low score has been driven by the length of time it takes to process complex applications and the effort involved for the participant, as the complexities of the scheme rules require an in-depth understanding by customers, especially around the sustainability requirements. We will continue to focus on providing support and guidance to customers to support the efficient processing of all applications.

Renewables Obligation (RO)

The RO accreditation surveys ceased in August 2018. The reason for this is that, prior to this, the surveys yielded a very low response rate, making it difficult to obtain a representative sample size. The scheme was only open to certain grace periods and is now closed, therefore, the number of new applications received were much lower than when we initiated surveys, which, again, has meant that obtaining enough responses for us to draw learnings from has become difficult. 

We continued with our other customer satisfaction scores that focus on the on-going obligations within the renewable electricity schemes to help inform the level of service we provided to scheme participants. During November 2018, we sent out the bi-annual ROC Issue Survey, which gave a result of 90% customer satisfaction. Overall, respondents were happy with the customer service they received. All respondents found the data submission process easy and also found it easy to use our Renewables and CHP register to transfer their ROCs. 

Feed-In Tariffs (FIT)  

As with the RO scheme, the FIT application surveys ceased in August 2018. Due to the capping mechanism, the number of applications to the FIT scheme were much lower than when the surveys were initiated and the scheme is now only open to certain grace periods. Similar to RO, this has meant obtaining enough responses for us to draw learnings from has been difficult, along with the low response rates, which has made it difficult to obtain a representative sample size.

Policy areas