SSE has today been ranked number one for customer service in the uSwitch Customer Satisfaction Report – with customers voting SSE into top spot for the eighth year in a row.
The annual survey, carried out for uSwitch by YouGov, asked more than 5,000 energy customers for their feedback on their energy supplier. As well as winning the Customer Service award, SSE was named Most Likely To Be Recommended and best for Billing Services.
SSE has a long-standing commitment to delivering the very best customer service, and raised the bar further in 2013 with some groundbreaking moves including becoming the first supplier to end cold calling and the introduction of a new Customer Charter.
The new Customer Charter is underpinned by SSE’s unique Customer Service Guarantee, through which SSE promises to meet five key customer service standards or give customers £20 off their next bill. The commitments include “calling customers back when we say we will”, “never transferring you more than once unless you agree”, and “offering to find ways to save you money on every call”. If SSE doesn’t meet the high standards it sets for itself, customers should simply get in touch within 10 working days. SSE staff may also proactively alert customers if they think they qualify for a payment. In fact, the vast majority of payments made to date have come from referrals by SSE advisors, illustrating SSE's commitment to holding itself accountable to its own high standards of service.
Will Morris, Group Managing Director, Retail at SSE, said:
"We want to be known for the outstanding quality of service we give our customers, so we are incredibly proud to have been rated number one for customer service for the eighth year in a row.
“This reflects the hard work, passion and commitment of our thousands of customer service advisors who really do care about the customers they help every day, as well as the strength of our leadership team within customer service and their efforts over many years. It also reflects how we have raised the bar for customer service in the past year – introducing our own unique customer service standards, which we promise to meet or give customers £20 off their next bill, and becoming the first supplier to do the right thing and end cold calling.
"However, we won't stop there. This survey highlights some important areas in which we can improve and we will now focus on making real, practical changes that will make a difference for our customers, such as the recent launch of SSE Rewards."
SSE supplies energy across Great Britain through its retail brands Southern Electric, SWALEC, Scottish Hydro and Atlantic.