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12 October 2016   |  ,

Spotlight on trees

MainPower is reviewing its vegetation management programme - more specifically, we want to improve the way we communicate with our customers around maintaining clearance zones for trees around power lines. Did you know MainPower spends close to $800,000 annually on trimming trees and branches growing too close to power lines?

As a starter, we wanted to understand the experience from our customers' perspective. This meant engaging with customers who had recently had an interaction with MainPower in relation to trees on their property. We talked to customers face-to-face and via an online survey.

So what did our customers tell us?

  • We need to look at how we communicate with them – with the goal of sending friendly, easy to understand information.
  • We need to listen and focus on two-way conversations – with the goal of having a clear plan with everyone on the same page.
  • We need to think about the service we provide – this could be cleaning the site, providing notifications or reminders on when we will be on site, or just making sure we are friendly and courteous at all times.
  • We have friendly, professional crews working out in the field – this is great to hear!

So where to next?

  • We are working internally to understand what customer feedback means for our current processes.

Stay tuned for future improvements. And if you have any feedback or suggestions to improve MainPower services, we love hearing from you!

Contact us at corpcomms@mainpower.co.nz or phone 03 311 8300.