​​​Customer Engagement

Customer Engagement

ESB Networks is proud to serve all 2.3 million industrial, commercial and domestic customers in Ireland and to provide them with safe and reliable electricity to power their homes, businesses and communities.

We have a proud tradition of serving our customers and the community for over 90 years, and as the energy industry changes, ESB Networks will ensure our customers remain at the centre of everything we do.  

​Customer Touchpoints

ESB Networks’ staff have thousands of daily touchpoints with our customers. We have over 2,000 field staff who work in the community on a daily basis and our 24 hour National Customer Contact Centre (NCCC) deals with over 1.8 million customer contacts annually. We understand that customers want to communicate with us in different ways and at times that suit them. We aim to support our customer’s desire to quickly access our services and we will continue to use new technologies and digital channels to improve the customer experience.  

As a regulated business, ESB Networks DAC is ring fenced within ESB Group and with its interactions with customers, suppliers and the industry, clearly defined as ESB Networks.

It is recognised that the unique role of ESB Networks needs to be communicated and understood. The ESB Networks brand needs to be further developed to engage our customers and stakeholders with our key messages, including information on connections, reliability, innovation and safety.

This work has already commenced with our new Safety Advertising campaign that includes TV, Radio, Online and Social Media. This campaign has been very successful in raising awareness and engaging people in our key safety messages and the ESB Networks brand.

With 2.3m customers, customer service is at the heart of ESB Networks’ business. Our engagement with customers can include reporting an emergency (such as a fallen wire), information on power outages, applying for a new connection or a service alteration or giving a meter reading.

ESB Networks continuously monitors its suite of communication channels to make sure they are meeting evolving customer needs. We are currently adding the following additional services for our customers:

  • Updated PowerCheck App
  • SMS Messaging for outage notification
  • New online services including web chat
  • New email service within the National Customer Contact Centre.

At ESB Networks, we want to ensure that we are continually assessing and meeting our customer needs. Our new Customer Service Improvement Plan (CSIP) will set out our commitments to service improvements over the next 3 years.

ESB Networks has over 3,000 staff with 2,000 of these working directly with customers every day, in towns across the country. Our staff will be fully engaged in delivering our commitments to customers and acting as brand ambassadors in their daily customer interactions.

Ongoing customer engagement and feedback is a vital part of our customer service as it allows the company to listen to customers, understand more about their needs and ensure that the priorities for the company match the priorities for the customer. 

Our research scores are very high for our industry, we currently have an overall customer satisfaction level of 81% (RedC July 2017). Our methodology and questions are continually reviewed to ensure we are tracking the right data to deliver the insight led strategy. 

ESB Networks has large number of customer contacts on a daily basis. Events such as the National Ploughing Championships (NPC) also provide an opportunity to engage with our customers and showcase our customer service, safety and innovation. For example in 2016 at the NPC we showcased virtual reality, the world’s first subsea cable repair system, fibre splicing demonstrations and a working model of a future network display. 

In 2017, as part of the Innovation Strategy we held our inaugural customer conference for over 200 key stakeholders. We will organise more events and public workshops across the country to inform and engage with our key stakeholders.