Insight-led decision-making that drives real impact
Our strategy and approach
Our strategy
Our robust stakeholder engagement and research strategy ensures that we gather valuable insights that enable us to make evidence-based decisions that deliver the best possible outcomes for our customers, our business and wider society.
For more information, please read our Engagement and Research Strategy.
Our strategy
Our robust stakeholder engagement and research strategy ensures that we gather valuable insights that enable us to make evidence-based decisions that deliver the best possible outcomes for our customers, our business and wider society.
For more information, please read our Engagement and Research Strategy.
Understanding our strategy
Our focus areas
We adapt our engagement and research programme to reflect the evolving needs of our stakeholders and the dynamic environment we operate in. Our current focus areas are:
- Ensuring we are not a blocker to Net Zero
- Being a socially responsible business
- A resilient network customers can rely on
- Ensuring we have the resources, skills and materials to deliver
- Understanding the opportunities of data and technology.
Our focus areas
We adapt our engagement and research programme to reflect the evolving needs of our stakeholders and the dynamic environment we operate in. Our current focus areas are:
- Ensuring we are not a blocker to Net Zero
- Being a socially responsible business
- A resilient network customers can rely on
- Ensuring we have the resources, skills and materials to deliver
- Understanding the opportunities of data and technology.
Our engagement and research approach
Our approach to engagement and research ensures every activity is purposeful, strategically focused, and designed to inform real decisions. Engagement is delivered by teams across the business, supported by our engagement and research team who provide guidance and ensure engagement focuses on relevant and material issues. This model means that teams hear directly from their customers and stakeholders, can directly drive action in response, and receive first-hand feedback on the impact of those changes.
Capturing and sharing insights
We capture and evaluate insights from engagement and research to inform our decisions through the following process:
- Capture insights and share learnings across the business
- Triangulate with other relevant insights from engagement and research to understand trends
- Determine the best course of action through discussion with relevant teams
Capturing and sharing insights
We capture and evaluate insights from engagement and research to inform our decisions through the following process:
- Capture insights and share learnings across the business
- Triangulate with other relevant insights from engagement and research to understand trends
- Determine the best course of action through discussion with relevant teams
Tracking and monitoring
We evaluate the impact of our engagement and research programme by tracking the outcomes of decisions and actions influenced by insights. We bring decision-makers together to review findings, identify cross-cutting themes and ensure actions are driven by evidence. This approach helps us track delivery, demonstrate impact, and adapt our strategies as needed.
We use a range of qualitative and quantitative measures to evaluate the potential and actual impact including customer satisfaction scores, social valuation and feedback from stakeholders.
Tracking and monitoring
We evaluate the impact of our engagement and research programme by tracking the outcomes of decisions and actions influenced by insights. We bring decision-makers together to review findings, identify cross-cutting themes and ensure actions are driven by evidence. This approach helps us track delivery, demonstrate impact, and adapt our strategies as needed.
We use a range of qualitative and quantitative measures to evaluate the potential and actual impact including customer satisfaction scores, social valuation and feedback from stakeholders.