SSE has triumphed in the energy industry’s satisfaction charts for the third year in a row, coming joint first in the latest National Customer Satisfaction Index UK (NCSI-UK).
The accolade is the latest in a slew of awards SSE has picked up, including being named best for customer service by uSwitch seven times in a row and ranked joint top out of the ‘Big Six’ suppliers in the Which? Switch satisfaction survey 2013.
The NCSI is an independent online satisfaction survey, capturing customers’ views on the quality of service and products they have purchased from UK companies. Customers give their feedback in five areas – ‘Customer Expectations’, ‘Perceived Quality’, ‘Perceived Value’, ‘Customer Complaints’ and ‘Customer Loyalty’ – with companies then given a ranking out of 100. SSE achieved a ranking of 71, joint highest of any major energy supplier.
The results of surveys like these pay tribute to the series of improvements that SSE has put in place over the last couple of years, such as introducing the industry’s first ever Customer Service Guarantee, through which SSE promises to meet five unique standards of customer service or give customers £20 off their next bill. SSE has also introduced a new Customer Charter, was the first to simplify its tariffs and recently became the first energy supplier to bring an end to cold calling.
SSE reviews its training measures on a regular basis to ensure customer service staff remain able to provide the very best in customer service.
Jacqui Maxwell, Head of Customer Service at SSE said:
“I am very proud to see the great work by colleagues being acknowledged in not one but many surveys, allowing us to celebrate the high standard that we have set in the industry.
“The challenge now is to continue improving our service and raising the bar even further to retain our position at the top in the next set of results.”