1. Consumer Research for DPCR5 Stakeholder meeting 15 June 2007 Laura Nell, Quality of Service, Ofgem

2. 2 Meeting Objectives Discuss the aims and objectives of the group; Explain context of Consumer First; Discuss the research objectives; Discuss the proposed scope and approach of the research; Explain timescales and project deliverables; Stakeholders to provide comments on the Terms of Reference.

3. 3 Objectives of the group Provide stakeholders with the opportunity to influence the scope and approach of the research [on an ongoing basis] Stakeholders to provide a sense check for the drafting of questionnaires and consumer group scripts; Keep stakeholders up to speed with the progress of work and key issues arising at an early stage.

4. 4 Context: Consumer First Capturing consumer insight at every stage of our work; Drawing on a greater range of qualitative research methodologies for deeper consumer insight; Improving the timing of our research; Capturing consumer insight in policy areas/ projects that are highly specialised.

5. 5 Research objectives 1 Review existing QoS arrangements to ensure: –DNOs continue to be provided with incentives to deliver an appropriate quality of service to consumers; –the scope and coverage of quality of service outputs are appropriate, relevant and important to consumers; –any gaps or room for improvement in the existing arrangements are identified; and –ongoing consumer response to policy issues as the price control progresses

6. 6 Research objectives 2 Consultants will be required to undertake market research work in these areas to: –determine the appropriate scope of the guaranteed standards of performance and the associated levels of compensation; –determine the appropriate scope and form of the incentives scheme including what outputs should be included, the level of revenue exposure, and appropriate targets and incentive rates; and –understand the areas in which there may be a need for further improvements in quality of service.

7. 7 Lessons learnt from DPCR4 Improve timing of the research; Greater stakeholder involvement; and Better understanding of research methods and pros and cons of approaches.

8. 8 Scope and approach of research Key work areas Work packages: 1.consumer forum work 2.qualitative survey 3.quantitative survey Sample and methodology:  Sample robustness  representation of particular consumer groups

9. 9 Companies on framework Accent (DPCR4 Research and telephony survey work) Andrew Irving Associates FDS (GDPCR consumer research) MORI MRUK

10. 10 Timescales and deliverables Appoint consultants by 03 August 2007; Complete consumer forum research by end September 2007; Complete qualitative survey work by end December 2007; Complete quantitative phase by end April 2008; and Final conclusions by end May 2008.

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