Customer convenience
Our efforts in serving customers and the convenience they experience when using our services are described in detail from an ESG impact and risk perspective in the Social section of the sustainability statement in this report. We have summarised that information below because it is relevant to how we want to create value for society.
Customer satisfaction: NES
Customer convenience for both private individuals and business customers is a key objective. The key determining factor of customer satisfaction is the convenience they perceive in their contact with us. Immediately after completion of a job, we ask customers for feedback on our services. To express the amount of convenience experienced by customers, we calculate a score – the Net Effort Score, or NES. We calculate the NES by deducting the percentage of customers experiencing some or a lot of difficulty with the service from the percentage of customers finding it easy or very easy.
Customer convenience in consumer and business markets
Customer convenience rated by business customers
The NES for business customers decreased from 36% to 32% in 2024, which is 3% above the 29% norm set for 2024. Customers are experiencing difficulties due to persistent transmission capacity shortages, longer completion times and high staff turnover. Liander tries to use the grid optimally though the use of congestion products. Nevertheless, the majority of customers on the waiting list cannot yet be helped and no short-term solution has been found. On the other hand, some business customers did experience more convenience in both the offer and execution phases compared to 2023. We have started to explain more clearly what causes congestion and what impact congestion has on the connection lead time, so we have improved how we communicate bad news. We also started automating quotes, so that customers can use the tool to generate their own calculations.
Customer convenience rated by consumers
The NES for the consumer market stood at 54% in 2024. This is higher than in 2023 (43%) and below the target of 50%. Customers indicated their appreciation for better communication and scheduling. Conversely though, in areas where our performance was substandard, the scores are much lower. This is the case, for example, when there are long waiting times or the schedule is not clearly defined. In particular, the degree to which customers were able to contact us and better availability of information contributed to the consistent score.
Consumers are increasingly affected by grid restrictions and increasing connection lead times. As a result, negative customer sentiment is likely to increase. We therefore need to be even more transparent about lead times and communicate reliable schedule data. Although we have improved many aspects of our customer service in recent years, further improvement remains necessary.
Customer inquiries
Investments were made in our digital channels to further improve customer communications. In early 2024, the revamped website liander.nl went live with improved, customer-focused content. In addition, the functionality of the online portals (mijnliander.nl) has been expanded. As a result of these improvements and others, we saw the number of customer inquiries by telephone decrease by about 17% in 2024 compared to 2023, dropping from over 376,000 in 2023 to roughly 313,000 in 2024.
More efficient work practices, less nuisance
The work around the substation in Doetinchem involves several projects: NuGelre Achterhoek (Doetinchem ring road), the Mariënvelde control station and a customer connection. These projects are being addressed collectively to increase efficiency and reduce inconvenience to the surrounding area.
The advantage of this approach is that, by installing multiple cables in one intervention, the work area only needs to be excavated once. This not only saves costs in preparation and execution, but also reduces the risk of damage to infrastructure and limits inconvenience to the surrounding area. In addition, investigations and consultations are all performed at once, which saves costs in the preliminary process.
Complaints and claims
The number of complaints rose from 1,900 to 2,450. Most of the complaints in 2024 related to the (excessively long) connection lead times. The number of claims registered, 3,233 in total, is stable relative to last year. Most claims stem from work performed and the effects of power outages.
Regarding the connection lead times, the Dutch Trade and Industry Appeals Tribunal (CBb) indicated that the ACM should not have set the 12-week and 18-week lead times for a small user connection without calling for further investigation. We will be discussing the issue with the ACM in order to set appropriate lead times that represent a realistic expectation for customers. In the meantime, we continue to work based on short connection lead times, but in cases where this is not achievable the scope for submitting claims has reduced as a result.