SSE’s commitment to provide the best customer service in the energy industry has been recognised with three big awards in the last few months.
It was named Best for Customer Service by uSwitch for the 8th year in a row, topped the Consumer Futures’ Energy Supplier Performance Report, and came joint first in the National Customer Satisfaction Index UK.
SSE’s Director of Customer Service, Tony Keeling, explained that SSE is immensely proud of the plaudits.
He said: “We are delighted to have come top in these well-known and respected customer service awards. They are invaluable to us, both for providing feedback on how we can continue to raise the bar, but they also go a long way in giving our staff, who are committed to providing the best customer service, some well-deserved recognition.
“But of course, these awards are not the only ways we monitor how our customers are feeling and whether they are happy with our service.”
Tony adds: “The feedback we receive directly from customers from these activities is crucial to us and it has already influenced a number of our industry-leading improvements and commitments.
SSE has more than 4,000 customer service employees located in the UK, dealing with customers’ concerns every day. SSE also contacts thousands of customers every year as part of its own customer satisfaction survey and holds Quarterly Customer Forums so that customers can share their views and tell us about changes they would like to see.
These have led to improvements including:
- A Customer Service Guarantee that gives money back to customers if SSE fails to meet a set of promises.
- An end to cold calling,
- A Sales Guarantee, which gives customers peace of mind when they buy from SSE
- Simplified tariffs and bills.
- An online SSE energy price checker – making it even easier for customers to get a quick energy price and compare the tariffs on offer.
These improvements, amongst others, are helping to transform the energy market as well as helping SSE deliver the best customer service in the industry.
But the work doesn’t stop there. Tony Keeling adds: “We’re committed to providing exceptional service and the next financial year will be no exception. We’re looking to make things even better with some more exciting industry-first announcements in the pipeline too.”