Consumer research
4th working group
7th February 2008
Agenda
• Ofgem update
• Accent/RAND presentation of the pilot findings
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Pilot methodology
interviewer feedback
how stated preference works
analysis of results
how attributes and levels worked and
recommended improvements
• Group discussion of results
2
Update
• Qualitative report and responses published
• Working group comments on questionnaires, attributes and
levels received and incorporated where possible
• Questionnaires, attributes and levels agreed with Accent
• Pilot interviews and analysis complete
3
Domestic questionnaire topics
• Experiences
– power cuts (planned and unplanned)
– contact with DNO during a power cut
• Power supply expectations
– acceptability of power cuts during severe weather
– expected restoration times & compensation triggers (normal and
severe weather)
– impact of severe weather on networks
– DNOs’ impact on the environment
• Attitudes towards standards
– 18 hour standard
– multiple interruptions
– planned interruptions
4
Business questionnaire topics
As before with the addition of:
– experience of voltage fluctuations
– measures to protect against power cuts/voltage fluctuations
– insurance
– energy efficiency advice
5
Stated preference – domestic
Game 1
• Frequency of power
cuts >3 minutes
• Duration of power
loss
• Frequency of short
interruptions
• Provision of
information1
1
Game 3 for EDF LPN
Game 2
Game 3
• Supply restoration – • Undergrounding2
normal weather
• Network resilience
• Compensation for
to major storms2 and
failure to restore
flooding
supplies
• Reduction of carbon
• Compensation for
emissions
multiple interruptions
•Planned interruptions
2Excluded
for LPN
6
Stated preference - business
Game 1
• Frequency of power
cuts >3 minutes
• Duration of power
loss
• Frequency of short
interruptions
• Provision of
information1
1
Game 3 for EDF LPN
Game 2
Game 3
• Supply restoration – • Network resilience
normal weather
to major storms2 and
flooding
• Compensation for
failure to restore
• Reduction of carbon
supplies
emissions
• Making and keeping • Energy efficiency
appointments
advice
•Planned interruptions
2Excluded
for LPN
7
Topics not covered
• Urban/rural cross subsidy
– Strong rejection in qualitative research;
• Whether power cuts are considered to be within the control of the
DNO
– Objection from DNOs
• Time of day of power cuts
– Limited ability of DNOs to influence
• Varying notice period for length of planned interruptions
– Complicated phrasing
• SF6, losses
– Difficult concepts to convey to customers
• Principle of business compensation
– Difficulty setting a standard without compensation attached
8
Next steps
• Agree amendments to phrasing of questionnaires,
attributes and levels to test
• Accent to complete fieldwork – early April
• Accent/RAND to complete analysis – early May
• Draft report and presentation – w/c 12 May
• Final report – end May
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