Ofgem scheme administration: Helpfulness of staff in responding to queries

Chart

Source: Ofgem scheme administration customer satisfaction surveys.

This chart shows how helpful customers found members of staff when answering their queries. Scores are provided for Ofgem scheme administration as a whole as well as 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: Helpfulness of staff in responding to queries
MonthlyAll SchemesDomestic RHINon-Domestic RHIRenewables ObligationFeed-In Tariffs
Jun-1867.37%66.28%71.43%100.00%
Jul-1872.34%69.44%75.00%100.00%100.00%
Aug-1867.30%64.40%80.00%
Sep-1872.50%73.50%66.70%
Oct-1876.10%77.80%57.10%
Nov-1865.70%66.30%0
Dec-1865.60%67.20%52.90%
Jan-1973.30%72.50%80.00%
Feb-1957.60%60.70%0.00%
Mar-1969.70%69.60%70.60%
Apr-1965.60%65.40%100.00%
May-1970.10%70.10%

More information

E-Serve

One of the key areas we measure as part of our customer satisfaction surveys is how helpful our staff are when answering customers' queries. In May 2019, our score increased slightly from the previous month to 70.1% of respondents rating our staff as ‘extremely helpful’ or ‘somewhat helpful’. Over the last year, our scores have remained well above target, which is a reflection of the difference our dedicated staff make to applicants, by providing them with the help and assistance they need to make their application.

Domestic Renewable Heat Incentive (Domestic RHI)

Our score for May 2019 shows 70.1% of respondents rate staff as helpful. Over the past 12 months we have scored consistently well in relation to the helpfulness of our staff. This is because, our enquiries team are able to adapt their knowledge and style of approach when dealing with different customers, helping to ensure that they meet their needs.  

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

Over the last 12 months, the volume of responses have been relatively low, therefore, the large fluctuations seen in the scores should not be viewed as significant due to the potential for a larger margin of error.

Renewables Obligation (RO)

The RO accreditation surveys ceased in August 2018.

Feed-In Tariffs (FIT)

The FIT application surveys ceased in August 2018.

Policy areas