Regional bias when benchmarking services using customer satisfaction scores

Regional monopoly service organisations such as electricity, gas and water distributors, health trusts, public transport, and local government are subject to regulatory oversight. A common element in this is benchmarking an organisation against similar organisations based in different regions. Customer satisfaction is often an important part of this competitive benchmarking. However, if people from different regions give a different average satisfaction score for the same experience, then this disadvantages some companies. Therefore, regional satisfaction was investigated in an environment where differences in customer service levels are controlled for. The average online satisfaction ratings people from different regions of the UK gave to the same overseas holiday hotels were investigated. The 24,154 ratings were analysed using linear mixed effects and ordinal models. The average ratings given by people from the London region were significantly lower than those from elsewhere. Regional correction factors are developed and applied to published satisfaction ratings for electricity distributors. The adjustment was sufficient to move the London distributor from the penalty category to a borderline position. Hence, customer satisfaction ratings should be used cautiously when benchmarking regional organisations. This investigation of the potential for regional bias contributes to the large literature on customer satisfaction and behavioural intentions

Analyzing the ability of Smart Meter Data to Provide Accurate Information to the UK DNOs

By 2020, smart meters will potentially provide the UK's distribution network operators (DNOs) with more detailed information about the real-time status of the low-voltage (LV) network. However, the smart meter data that the DNOs will receive has a number of limitations including the unavailability of some real-time smart meter data, aggregation of smart meter readings to preserve customer privacy, half-hourly averaging of customer demand/generation readings, and the inability of smart meters to identify the connection phases. This research investigates how these limitations of the smart meter data can affect the estimation accuracy of technical losses and voltage levels in the LV network and the ways in which 1 min losses and correct phasing patterns can be determined despite the limitations in smart data

Identificación del índice de vulnerabilidad territorial a partir de modelos jerárquicos y heurísticos aplicando SOA

Auxiliar de InvestigaciónEn el proyecto se realiza el diseño y desarrollo de 4 servicios web implementando los modelos de toma de decisión (AHP, AHP FUZZY, ELECTRE y PROMETHEE), encargados de procesar datos obtenidos en campo en la primera fase del proyecto que se realizó a través de encuestas, formatos de entrevistas, talleres y metodologías de análisis. Los datos se procesaran de acuerdo al modelo de toma de decisión seleccionado, generando como resultado final un indicador de vulnerabilidad territorial.PregradoIngeniero de Sistema

From chemical documentation to chemoinformatics: fifty years of chemical information science

This paper summarises the historical development of the discipline that is now called ‘chemoinformatics’. It shows how this has evolved, principally as a result of technological developments in chemistry and biology during the past decade, from long-established techniques for the modelling and searching of chemical molecules. A total of 30 papers, the earliest dating back to 1957, are briefly summarised to highlight some of the key publications and to show the development of the discipline