SSE has triumphed again in the energy industry’s satisfaction charts for the fourth year in a row, having been named the best major supplier in the latest National Customer Satisfaction Index UK (NCSI-UK).
This adds to other prestigious accolades SSE has picked up recently, including being voted Best for Customer Service every year since 2006 in the uSwitch Customer Satisfaction Reports and ranking as best performer since 2010* with the lowest level of complaints in Citizen Advice’s quarterly Energy Supplier Performance report.
The NCSI is an independent satisfaction survey, capturing and benchmarking 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 72, the highest of any major energy supplier.
Jacqui Maxwell, Head of Customer Service at SSE said:
“Results like this show we're setting a high standard for the energy industry and our UK-based customer service team are determined to continue raising the bar, as shown by our improved score this time round.”
The introduction of our recent price freeze – the longest of its kind ever seen in the market and a direct response to feedback from our customers - shows we are still delivering for customers and we will keep working hard to retain our position at the top of future reports.”
"Customers will always remain our number one priority and this achievement makes SSE proud and even more determined to lead the way in delivering excellence service.”
SSE has made a number of improvements and industry leading commitments over the past two years, these include:
• Freezing prices until at least 2016
• Simplifying tariffs and bills
• A Customer Service Guarantee – which gives money back to customers if SSE fails to meet a set of promises
• Putting an end to cold calling
• A Sales Guarantee - which gives customers peace of mind when they buy from SSE.
*2010 –2012 Consumer Focus Five Star Rating and Consumer Futures (now Citizens Advice) Energy Performance Report October 12 – December 2013