Elia Group SA/NV · EURONEXT:ELI
Elia Group SA/NV — Investor Presentation (March 2015)
24 slides from Elia Group SA/NV's investor presentation, Mar 19, 2015
Slide 1: Customer Satisfaction Survey 2014
Customer Satisfaction Survey 2014 Report – Users’ Group March, 19th 2015 David Zenner
Slide 2: Contents
Contents 1. Research set up 2. Key Performance Indicators of Customer Satisfaction and Loyalty 3. Strengths to maintain and areas to improve 4. Conclusion & recommendations Customer Satisfaction Elia 2014 / January 2015 / © Market Probe 2 Market Probe
Slide 3: Research set up
Research set up
Slide 4: Objectives
Objectives • Every 2 years, Elia measures the customer satisfaction level among its key stakeholders: • DSO - Distribution System Operators • Grid users • Producers • ARP’s - Access Responsible Parties • Users’ Group - members of the Users’ Group • The main objectives of this survey are: • providing
Slide 5: Methodology
Methodology • Target group: stakeholders / partners of Elia • Elia provided a database with almost 500 contact persons. • We have sent an announcement e-mail to all these contact persons in order to present the survey and to motivate them to participate. • Methodology: telephone interviews between 1
Slide 6: Key Performance Indicators of Customer Satisfaction and Loyalty
Key Performance Indicators of Customer Satisfaction and Loyalty Elia loyalty index SAT index Customer Effort Score Benchmarks
Slide 7: ELIA loyalty index
ELIA loyalty index • The Elia loyalty index is a variable that is used until today in order to measure the strength of the customer relation. • This index is based on 4 questions, of which question 2-4 are hypothetical. 1. Evaluation of 3. Intention to products & continue using services Elia’s P&S E
Slide 8: ELIA loyalty index - The customer relationship improved significantly over the past 2 years
ELIA loyalty index - The customer relationship improved significantly over the past 2 years. ELIA index VERY 120 STRONG relation 100 80 67 GOOD 60 58 57 relation 40 20 0 POOR relation -20 2009 2012 2014 (n=160) (n=160) (n=250) Base: TOTAL Customer Satisfaction Elia 2014 / January 2015 / © Market Pro
Slide 9: ELIA loyalty index – The loyalty is lowest for DSO and Grid Users
ELIA loyalty index – The loyalty is lowest for DSO and Grid Users, and highest for ARP and the User Group ELIA index VERY 120 STRONG relation 100 80 72 73 60 67 64 65 67 GOOD relation 40 20 0 POOR relation -20 2014 DSO GRID PRODUCERS ARP USERS’ USERS GROUP (n=250) (n=25) (n=151) (n=20) (n=44) (n=10)
Slide 10: ELIA loyalty index – a positive evolution for all stakeholders
ELIA loyalty index – a positive evolution for all stakeholders ARP’s even re-attain a score above 70 ELIA index VERY 120 STRONG relation 100 80 74 72 60 67 65 63 GOOD 58 57 53 53 relation 40 20 0 POOR relation -20 2009 2012 2014 2009 2012 2014 2009 2012 2014 (n=160) (n=160) (n=250) (n=120) (n=131) (
Slide 11: ELIA loyalty index - Especially Grid users and DSO improved
ELIA loyalty index - Especially the customer relationship with Grid users and DSO improved ELIA index VERY 120 STRONG relation 100 80 65 65 67 63 64 60 60 GOOD relation 53 53 51 53 51 53 40 20 0 POOR relation -20 2009 2012 2014 2009 2012 2014 2009 2012 2014 2009 2012 2014 (n=120) (n=131) (n=196) (n=
Slide 12: ELIA loyalty index - ARP wholesale segment scores better than supplier segment
ELIA loyalty index - ARP wholesale segment achieves a better loyalty score than the ARP supplier segment ELIA index VERY 120 STRONG relation 100 80 74 72 77 75 63 68 67 65 60 GOOD 57 relation 40 20 0 POOR relation -20 2009 2012 2014 2009 2012 2014 2009 2012 2014 (n=40) (n=29) (n=44) (n=14) (n=9) (n=
Slide 13: Benchmarking - Elia's stakeholders more satisfied with Elia than Fluxys or foreign operators
Benchmarking - Elia’s stakeholders are more satisfied about the customer service of ELIA than about their relation with Fluxys or their foreign grid operator. “How would you SAT index 68 63 62 evaluate the products 1% 1% and services of … to 8% 8% your company?” 41% Bad 41% 49% Not so good Good Very
Slide 14: Customer Effort Score – Most stakeholders perceive collaboration with Elia as easy
Customer Effort Score – Most stakeholders perceive the collaboration with Elia as easy. Some DSO experience difficulties. Customer How would you evaluate the ease of working together with Elia? Effort Score 1% 2% 4% 8% 9% 10% 20% 30% 18% 20% 18% 20% 71% very difficult 28% rather difficult 30% neutra
Slide 15: ELIA's stakeholders more satisfied than in 2012
ELIA’s stakeholders more satisfied than in 2012 • Increase in the ELIA loyalty index among all target groups over the past 2 years. • High consistency in service: improvement is occurring in all stakeholder groups. • Despite strong improvement amongst DSO and Grid Users, their loyalty index is still
Slide 16: Strengths to maintain and areas to improve
Strengths to maintain and areas to improve
Slide 17: DSO (index = 64)
DSO (index = 64) For DSO, Elia acts as an impartial expert and offers a reliable grid, with high responsiveness to incidents. The information and communication in general and about the tariffs more specifically could be improved. Primary priorities Areas to be highlighted to improve High The informa
Slide 18: Grid users (index = 65)
Grid users (index = 65) Grid users still have a lukewarm corporate image of Elia in mind, despite the high ratings for the customer service they experience in the field Primary priorities Areas to be highlighted to improve High The customer-orientation of Elia Your KAM’s competence Elia’s efficiency
Slide 19: Producers (index = 67)
Producers (index = 67) Producers are very enthusiastic about the operations, products and services and KAM, with few service aspects that need to be addressed. Primary priorities Areas to be highlighted to improve High The extent to which Elia acts impartially The actions undertaken by Elia when you
Slide 20: ARP (index = 72)
ARP (index = 72) ARP’s high loyalty score is mainly driven by Elia’s overall expertise, efficiency & customer centricity, with a special mention for the excellent billing process. Only some minor points of attention. Primary priorities Areas to be highlighted to improve High The exchange of metering
Slide 21: Knowledge and interest regarding the Users Group
Half of the clients know about the existence of the Users Group and want to stay informed about the content. Lower awareness amongst Grid Users. Knowledge and interest regarding the Users Group Does not know the Users Group 32% 35% 37% 45% 54% 12% 5% 5% Knows Users 7% group but does not want to stay
Slide 22: Users Group (index = 73)
Users Group (index = 73) The members especially praise Elia’s contribution to turning the User Group into a successful event. Keep further improving the content, especially regarding tariffs. Primary priorities Areas to be highlighted to improve The allocation of the cross-border capacity The compet
Slide 23: Overview of strengths and areas for improvement
Overview of strengths and areas for improvement • Overall, stakeholders are very satisfied with the collaboration with Elia. We observe almost no dissatisfaction on the measured service touch points, except for tariffs (varying from 20 to 35%). • Grid users and producers • Strengths are related to y
Slide 24: Thank you
Thank you David Zenner ELIA SYSTEM OPERATOR Boulevard de l'Empereur 20 1000 Brussels +32 2 546 70 11 info@ elia.be www.elia.be 19 Marcht2015