Customers and service provision
Material topic 6Supply security Strategic spearhead
| Why is this topic relevant? We aim to improve supply security by taking initiatives aimed at reducing downtime and at preventing interruptions. Connection to risks (R) and opportunities (O) R: Cyberattack | |||
KPI | Target for 2019 | Implementation in 2019 | Target for 2020 | Where can you read more about this topic? |
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Annual average downtimeMV/LV (SAIDI) in minutes | ≤ 17 | 20 | ≤ 17 | Results: Governance: |
Material topic 7Data security, privacy and cybersecurity Strategic priority
| Why is this topic relevant? Security is essential for the continuity of our activities and those of our customers. We are working on integral security that connects the different areas of expertise. Privacy involves the careful processing of personal data of our employees, customers and other commercial relations. Connection to risks (R) and opportunities (O) R: Cyberattack | |||
KPI | Target for 2019 | Implementation in 2019 | Target for 2020 | Where can you read more about this topic? |
|---|---|---|---|---|
Number of data breaches | n/a | 57 reports | 100% of the data breaches that must be reported to the Dutch Data Protection Authority are reported within 72 hours. We always respond to any request by a data subject to exercise their data protection rights within four weeks. | Results:
Governance: |
Material topic 8Customer satisfaction Strategic spearhead
| Why is this topic relevant? As we want to be a reliable partner for customers, the quality of our service provision and the satisfaction of our customers are important. Connection to risks (R) and opportunities (O) R: Insufficient connection and transmission capacity | |||
KPI | Target for 2019 | Implementation in 2019 | Target for 2020 | Where can you read more about this topic? |
|---|---|---|---|---|
Satisfied customers (Stedin)
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| Results: |
Satisfied customers | 7.5 | 7.8 | 7.5 | |
Completion time for | ≥ 85% | 88% | ≥ 90% | |
- * As of 1 January 2020, Stedin uses a new method to measure customer satisfaction: the Customer Effort Score (CES). This method allows us to measure the ease of the customer's experience with our services on a 5-point scale.
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