Customer engagement

At this point in the price review cycle, companies are preparing their PR24 business plans and long-term delivery strategies. We expect all companies to be engaging with customers to make sure their plans take account of customers’ needs, priorities and preferences.

This document (Welsh/Cymraeg) sets out our expectations for the standards that should be achieved by companies during business plan development for:

  • High-quality research;
  • Customer challenge on the nature, quality and use of customer engagement evidence; and
  • Assurance of the quality and use of customer engagement evidence.

We expect the customer and stakeholder engagement framework set out in the PR24 draft methodology to largely reflect the content of this new position paper, (Welsh/Cymraeg) together with our October 2021  Collaborative customer research for PR24 position paper. The draft methodology will be published in July 2022.

Prior publications