Customers and service provision
Material topic 6 Supply security Strategic spearhead
| Why is this topic relevant? We aim to improve supply security by taking initiatives aimed at reducing downtime and preventing interruptions. Connection to risks (R) and opportunities (O) R: Cyberattack, Increased likelihood of surge to replace obsolete assets | |||
KPI | Target for 2020 | Implementation in 2020 | Target for 2021 | Where can you read more about this topic? |
|---|---|---|---|---|
Annual average downtime MV/LV (SAIDI) in minutes | ≤ 17 | 26 | ≤ 17 | Results: Governance: |
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Material topic 7 Data security, privacy and cybersecurity Strategic spearhead
| 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 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 2020 | Implementation in 2020 | Target for 2021 | Where can you read more about this topic? |
|---|---|---|---|---|
Data breaches are reported to the Dutch Data Protection Authority within 72 hours. We always respond to any request by a data subject to exercise their data protection rights within four weeks. | 100%
| 100%
| 100%
| Results: Governance: |
Material topic 8 Customer 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 2020 | Implementation in 2020 | Target for 2021 | Where can you read more about this topic? |
|---|---|---|---|---|
Customer satisfaction (CES)*
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| Results: |
satisfied customers (DNWG). | 7.5 | 7.6 | 7.5** | |
Completion time for connections within 18 weeks or on date preferred by customer | ≥ 84% | 84.6% | ≥ 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 customer's satisfaction with our services on a 5-point scale.
- * As of 2021, DNWG also reports on Customer satisfaction, with the same targets as apply to Stedin.
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