ENWL018 - Avatar

The customer service landscape is changing. Wide spectrums of political, economic, social, demographic and technological factors are accelerating a shift in our customers’ needs and expectations, with some sectors adopting more radical customer service solutions to match to their customer base. Customers today are better informed and more empowered than ever before. Distribution network operators (DNOs) need to understand and predict customers’ current and future needs to ensure they maintain and improve upon the level of service provided. Continuous investment is required in the right technologies and techniques that best meet the needs of different customers. 

The Avatar project will carry out a programme of detailed customer and stakeholder engagement to deliver a comprehensive understanding of functional and emotional service needs by specific customer group. This will be key in informing DNO policies and investment plans for our next price control period (2023) and beyond.

Timescales: October 2016 – December 2021.

Project documents

Engaged customer panel documents