Recommendations to EDP SU for the KPIs improvement in a customer balanced scorecard

Abstract

EDP SU acts in the Portuguese regulated energy market, as a part of EDP group. Seeking to measure and improve its performance in the different channels that have direct contact with the customer (website, stores, contact center and complaints management), and understand how can price and risk factors influence customer satisfaction, building a Balanced Scorecard was an objective. Although this management tool suggests that we view the organization from four different perspectives, in this project we focused just in one: the customer perspective. More specifically, the purpose of the consulting project was to provide recommendations on how to improve KPI scores in each channel, suggest new and more effective KPIs and summarize it whole in a balanced scorecard. Our methods to solve this consultancy project relied on the analysis of internal data, external research but mostly benchmarking with other electricity suppliers. Although recommendations were given in every topic, results show that EDP SU digital channels have the largest margin for improvement, more specifically, the informative website. In this document, the consulting project is thoroughly described in terms of what is the status quo of each channel, what are the recommendations and what was done to reach them.

Date of Award	21 May 2018
Original language	English
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Rute Xavier (Supervisor)