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C2C domestic customers

C2C domestic customers

The change in operating arrangements on Capacity to Customers (C2C) circuits could potentially increase the number of short duration interruptions experienced by all customers; as closing the normally open point (NOP) to form a closed ring generally doubles the number of customers affected by a fault. However, the new operating regime was proven to deliver a shorter interruption to supply than under normal operating arrangements. It was therefore essential to carry out extensive customer engagement throughout the trial, to understand the impact on overall customer experience.

We conducted detailed customer research with a sample of customers in the trial area to understand any relative shift in overall customer experience, looking at power quality, interruption frequency and duration.

The results of this engagement demonstrated that the change in operating conditions did not adversely affect customer perception of their electricity service. In some cases customers’ perception was more favourable for all three key power quality measures: frequency, duration and dips and spikes.

We also convened an engaged customer panel to explore the extent to which customers understood C2C, its benefits, any perceived barriers to its success and whether domestic customers needed to be informed about the trial. This panel helped formulate effective communication plans, which resulted in the publication and circulation of a leaflet to all customers on the trial circuits before the trial started. 

Engaged customer panel report

Findings from research with an engaged customer panel to understand customer reactions to C2C and formulate effective communications.

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Domestic customer leaflet

Leaflet that was sent to all customers on the trial circuits following the findings of the engaged customer panel.

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Customer reactive post fault survey

Strategic piece of customer engagement research to understand any relative shift in the overall customer experience due to C2C.

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Power quality monitoring report

Research into any relative shift in the overall customer experience due to the C2C method by measuring any impact on power quality.

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