20/03/2018
27/06/2017
20/03/2018
Objectives completed
We hosted an 'Ask the Expert' Q&A session on Twitter each quarter.
We promoted these sessions via social media and with emails to our stakeholders.
27/06/2017
Social media 'Ask the Expert' Q&A's
Action
We will trial social media ‘Ask the Expert’ Q&A sessions on topics identfed by our connections customers
The Outcome
Customers will have access to Northern Powergrid subject experts and will be able to pose questions and receive answers in real-time.
Target Measure
Four social media Q&A sessions held, one per quarter.
Voltage
LV
HV
EHV
RAG Status
Market Segments
M
U
DG
ICP
We made our experts more accessible by running Q&A sessions on social media.
Customers asked us if we could do more internet based Q&A sessions. We made a commitment to trial ‘Ask the Expert’ Q&A sessions, where senior members of our team would be available on Twitter to answer questions from customers on current and emerging connections topics.
During the course of the ICE plan year we delivered on our commitment, holding four Twitter Q&As, one per quarter, on topics suggested by our customers. These included our application process, our DSO transition, heat maps and connecting low carbon technologies.
There was a relatively low response rate to these Q&As in comparison to our other communication channels and so we changed the format of our third Q&A (on
heat maps) to include an information sharing webinar. Our experience suggests that our customers prefer to use other channels to interact with us. Webinars in particular proved popular and are something we will factor into our strategy going forward.
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