At Elexon we always want to provide good service to our customers – an ethos that is encompassed in all that we do, and the way in which we deliver our ‘end-to-end’ service, from market entrance to exit.
Improving your experience
As part of our digitisation journey, we are committed to creating the best possible experience for every customer. Our goal is to deliver a seamless, unified experience across our growing portfolio of products and services.
To support this, we have developed our Customer Experience Vision. It defines the standards we aspire to and the principles that guide us in delivering services that are consistent, intuitive, and customer-focused.
Customer surveys
We regularly commission an independent company to run our customer survey to help us understand people’s views on our performance. The survey aims to measure customer satisfaction in the following areas:
- quality of service
- giving you access to experts
- the reliability of our service
- the speed of our service
- being adaptable
- keeping costs to a minimum
Training and support
Seminars
Elexon runs quarterly seminars that provide a useful introduction to Elexon and the different roles we perform across GB energy markets. You’ll hear presentations from a range of Elexon colleagues, as well as from a guest presenter from National Energy System Operator (NESO), and be given the opportunity to ask questions and network with other industry professionals.
Check Newscast or our website for promotions on when the next seminar will take place or locate the event on the website calendar.
We also provide training courses and events on key areas of electricity industry participation, many of which are now available online to ensure our customers have access to resources as and when they need them.
Operational Support Managers
We also have dedicated customer service colleagues such as the BSC Operational Support Managers, who work with their customers to resolve issues, manage Settlement performance and engage with the BSC change process.
Customer feedback
You are always free to send in feedback to our Communications Team as we would always value your suggestions and comments.
If you need to submit a complaint about any aspect of Elexon or the services we deliver we have a complaints handling policy that will ensure your comments are received and resolved as quickly as possible.