Survey services

Tender description

Broad measure of customer services. For the purpose of the price control and encouraging consistently good service, Ofgem introduced a customer service incentive for the 14 licensed DNOs in the UK- the Broad Measure of Customer Satisfaction (BMoCS) which seeks to motivate DNOs to satisfy customers, deal with complaints quickly and effectively, and engage with stakeholders to inform how they run their business. The BMoCS encompasses several performance metrics, the largest of which is a telephone based customer satisfaction survey to customers who have recently received a service from one of the DNO's. As a requirement from Ofgem, all DNOs must jointly tender for their requirements and select a service provider to undertake the broad measure of satisfaction survey. The benefit of joint tender is that the incentives or penalties awarded (based on the survey results) are based on fair and equal approaches and methodology of the survey consistent across DNOs.