SSE has published the first annual report of its industry-leading customer forums.
The forums were launched as part of SSE’s Building Trust programme – a series of innovative measures which demonstrate our commitment to high quality customer service and fairness.
Four forums – covering Scottish Hydro, Southern Electric, SWALEC and Atlantic – were set up to provide customer feedback on SSE’s products and services and help the company make improvements.
Forum members were independently selected, and forum chairs were chosen from organisations known for their focus on consumer welfare and rights. Forums took place in England, Scotland and Wales and consisted of face to face and online meetings.
In May we told you about the successful first year of our customer forums, held across the UK.
The forums have helped SSE:
- Design a new domestic energy bill. The forum told the company that customers prefer a clear financial statement on their bill, and didn’t prioritise supplementary information such as how to save money.
- Revise the format and content of our domestic charter. The new charter complements and builds on the commitments of the Service Guarantee.
- Come up with the energy industry’s first ever Service Guarantee, which promises customers £20 if we fail to deliver on our guarantee.
- With how to communicate the benefits of the Customer Service Guarantee to customers.
- Understand the importance of the assistance SSE provides for low income and vulnerable customers.
Jacqui Maxwell said: “The first year of the customer forums has been a positive experience and welcome contribution to our Building Trust programme. Forums have given us the customer perspective we sought on our business practices. We will be looking to build on the forums’ success in 2013-2014, especially on topics such as smart metering and digital interaction”.
Read the SSE Customer Forums Annual Report now.