Quantitative survey of 1,250 customers... see what they said

We have worked deeply this year with a panel of 89 customers to identify their priorities and preferences for their future energy service. But we have sought customer opinions widely as well - in August undertaking a quantitative survey of 1,250 residential and small to medium business customers to see if their views diverged from our Customer Panel.

Our survey found that the cost of living was the most concerning contextual issue for our residential customers, followed by the cost of electrcity and the economy. Business customers identified the economy as their primary concern, followed by climate change and supply chain issues.

When it comes to their electricty service, reliability was the most important current service priority by both residential and business customers. Residential customers then prioritised responding to emergencies and managing the network efficiently as their next priorities, while business customers prioritised strengthening the network (improving resilience) and safety-related issues as their next priorities.

These findings were broadly in line with the aspriations and expecations of our Customer Panel. To find out more about our customers' views for their current and future service, you can read here the detailed quantitative survey outcomes report, or you can see here a summary of the findings that was presented to our Customer Panel in September.