Customer satisfaction – a never-ending race

25.07.2016

As part of ongoing efforts to improve our tools and services, TSCNET Services had released a web-based customer satisfaction survey on 10 May 2016 to help us understand whether we are still “getting it right”. The survey was live for a period of 40 days. After the survey was closed, we have collected the results and analysed them in depth. The most important ones:

  • Less than 10% of our customers think or feel “negative” about our company in general (not even one “very negative”)
  • A majority of our customers is satisfied with the services and tools provided by us.

The easy-to-use survey consisted of 20 questions ranging from customer attitudes towards our tools and services to demographic questions. An invitation mail and multiple reminder mails were sent to users and members of working groups to take part in the survey and provide their valuable feedback.

In the end, the survey was filled out by total 93 participants (38 completely, 55 partially). Overall, the feedback received was good and positive comments were received for the services and various other aspects. The customer quote that we all feel most proud of: TSCNET people “are very helpful if you need some advice”.

Performance improvement
However, as the purpose of this survey was to also determine the improvement points for further development and customer satisfaction, the next steps will now be to focus on the areas where our customers felt we could improve. Among other actions to be implemented, we will provide more information about procedures and people, and establish more (and better) alignment with customers and working groups.

We at TSCNET always have our focus on customer satisfaction and do our upmost to provide our clients with the best service and products possible – the survey plays an integral role in our drive for continuous improvement. A big thank-you goes out to each one of our customers who took the time to complete the survey. Certainly we will take all feedback and concerns seriously.

If you have additional questions regarding this survey, please contact our survey team via e-mail at “communications@tscnet.eu”.
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TSCNET launches customer satisfaction survey

17.05.2016

As part of ongoing efforts to improve our tools and services, TSCNET has released a web-based customer satisfaction survey to help us understand whether we are still “getting it right”. It is not open to everyone, participants need to have an invitation to join. In the last few days, every user of one of our tools and every member of one of our bodies or working groups received his individual invitation e-mail.

The easy-to-use survey consists of 20 questions ranging from customer attitudes towards our tools and services to demographic questions. We at TSCNET always have our focus on customer satisfaction and do our upmost to provide our clients with the best service and products possible – the survey will play an integral role in our drive for continual improvement.

TSCNET takes privacy seriously. Survey responses will be strictly anonymous and will remain confidential. We do not collect respondent IP addresses and data will be analysed in accordance with our strict privacy guidelines. We will not make use of re-identification techniques. If you have additional questions regarding this survey, please contact our survey team via e-mail at “communications@tscnet.eu”.
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ENTSO-E Survey at disposal

12.03.2014

The 2013 edition of the substantial ENTSO-E Survey on Ancillary Services Procurement and Balancing Market Design is available at no charge. The survey provides an great overview of the different electricity balancing market arrangements in place throughout Europe. It also supports the future implementation of the Network Code on Electricity Balancing (NC EB).

> See ENTSO-E Survey webpage

> Open 2013 Survey on Ancillary Services Procurement and Electricity Balancing Market Design (pdf)

 

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