CLASS customer engagement
CLASS customer engagement
CLASS (Customer Load Active System Services) project customer engagement was split into two key stages:
- An engaged customer panel (ECP) to evaluate and refine customer communication materials and a survey instrument
- A quantitative survey, designed to detect any changes in customers' perception of power quality during the trials.
The main objective of the customer surveys was to test the hypothesis that:
“CLASS will be indiscernible to customers (customers will not see/observe/notice an impact on the supply quality when these innovative techniques are applied).”
In total 496 domestic customers and 200 industrial and commercial customers were recruited to take part in a 20 minute baseline survey, which served as a benchmark for any potential changes to power quality perceived during the trials. Four subsequent seasonal surveys monitored the effect of the trials on power quality perception. These monitoring surveys were designed using a test and control method to distinguish genuine changes in customers’ perception.
Our findings from the customer survey analysis show no statistically significant change in the proportion of customers noticing a difference in the quality of their electricity supply. Neither have we received any supply quality complaints from customers found to be directly linked to the trials.
The statistically robust findings from the customer surveys have successfully proved that CLASS does not affect customers’ perception of their electricity service and could be rolled out to electricity customers nationwide.
CLASS customer engagement plan
Sets out how we engage and interact with customers during the project.
CLASS data privacy statement
Describes how customers' personal data is managed, and the steps taken to comply with data protection legislation.
CLASS customer survey report
Learning from market research to test the hypothesis that the CLASS method is indiscernible to customers.
Customer survey report peer review
Peer review of the customer survey results commissioned to maintain standards of quality.
Customer survey methodology peer review
Considers the suitability of the customer engagement methodology to provide robust quantitative research.
Engaged customer panel report
Summary of the key findings from the engaged customer panel.
Changing Standards closedown report
Findings from customer research project which examined the potential expansion of statutory voltage limits.
CLASS project customer mailing
Leaflet mailed to 485,000 trial customers to inform them about the project and invite them to take part in the trial survey.