Alliander, one of the largest grid operators in the Netherlands, is constantly improving its services. In this project, the aim was to optimise the communication flow for wholesale customers.

Alliander wanted to gain insight into the needs and preferences of three customer groups: one-off applicants, public organisations and frequent applicants. For each target group, Alliander had made assumptions about context, knowledge level and communication needs around wholesale connections. 5hellos facilitated interactive sessions in which the assumptions and communication experience with customers were discussed and explored.

Research set-up

The study consisted of three 5hellos sessions with participants from each of the three customer groups. Each session lasted 40 minutes and prior to the session, participants completed a short survey. Based on these survey answers, our expert moderator was able to determine the discussion direction in consultation with the Alliander team. This ensured a strong focus in the sessions.

Outcomes

The discussions with the customer groups not only yielded useful insights to sharpen assumptions, but also concrete suggestions to improve both communication and underlying organisation emerged.

The Alliander team was very satisfied with the effectiveness of the conversations and the quality of the report:

“The 5hellos methodology works. A lot was taken out of the interviews and the report was very thorough.” – CMI manager Alliander

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