SSEN Transmission recognised by customers for delivering high levels of satisfaction

The survey, introduced by Ofgem as part of the RIIO-T2 price control, gathers feedback from customers of Transmission Owners (TOs) throughout the connections journey, capturing satisfaction scores and comments and offering valuable insight into the customer experience.

In its fourth year, a score of 8.7 is SSEN Transmission’s highest score to date and ensures that the business continues to outperform the baseline score of 7.7 set by Ofgem. Transmission Owners who score below this benchmark can incur a financial penalty.

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Oliver Driscoll, SSEN Transmission’s Head of Customer Experience, said:

“I’m delighted that our teams have been recognised, once again, for their dedication to delivering excellent service for both our connected customers and those looking to connect to the electricity transmission grid that we own and operate in the north of Scotland."

 “Since the introduction of QoC, we've consistently delivered strong results, with survey scores reflecting our commitment to customer service. We met our target by delivering our highest score to date this year – outperforming Ofgem’s baseline – and we’re hoping to go one step further in 2025/26."

 “Customer feedback is crucial in helping to drive improvement and support us in delivering sector-leading service.”

 This year’s Quality of Connections performance reflects commitment across SSEN Transmission to deliver a positive experience for customers, and sees a number of key achievements, including:

  • Delivering an improved score against previous years;
  • Achieving a year-on-year increase in the volume of customer survey responses; and
  • The award of the UK Customer Experience Gold Award for Best Voice of the Customer Initiative.

SSEN Transmission’s highest customer satisfaction score closely follows on from the business also receiving a record-high result in the delivery of impactful stakeholder engagement, following a comprehensive audit carried out by the leading independent global consulting and standards firm, Accountability.