Leading energy supplier SSE has today announced another industry first as it looks to drive further improvements in customer service standards.
Customers of SSE, which was recently recognised as the best performing of the ten largest suppliers in complaints data published by Ombudsman Services: Energy,* can now expect a speedy resolution to any issues they are experiencing – or seek an independent review after just four weeks.
In March SSE took the decision to cut the time from eight weeks to six – since which point it has retained its position at the top of the league tables despite no other supplier matching its commitment.
While SSE already outperforms the rest of the market, over the next twelve months it will go a step further in promising that if it is unable to resolve an issue to a customer’s satisfaction it will inform them of their right to contact the Ombudsman after four weeks, twice as fast as the industry standard of eight.
SSE has consistently sought to improve its customer service and complaints performance. This latest step is part of a series of measures SSE is taking to improve the experience of its customers, as outlined in its latest annual Treating Customers Fairly Statement, published today. They include:
- Introducing new technology to SSE’s customer service lines to tackle call waiting times
- Investing in new state-of-the-art websites
- Launching a new online Energy Efficiency Household Assessment tool
- Additional training for customer service staff on how best to support vulnerable and elderly customers
- Scrapping charges for the removal of a prepayment meter**
Will Morris, Group Managing Director, Retail, said: “We are proud of our track record when it comes to looking after customers and this is about raising the bar yet again. Investing in our websites, reducing call waiting times and training staff to deal with some of our most vulnerable customers are all other important measures we’re taking to improve and underlines our commitment to treating all customers fairly.
“We already receive fewer complaints than anyone in the industry but we won’t stop there. One complaint is one too many and, if things do go wrong, customers should know we’ll do all we can to put them right and that it won’t drag on forever. We want to fix any issues as quickly and directly as possible, while giving customers the peace of mind of knowing that they can get independent guidance sooner rather than later. We will soon be twice as fast as anyone else on this and would urge all suppliers to follow our lead.”
However, the work is not done yet. SSE constantly seeks to improve how it works but if you have any thoughts on how the company could further demonstrate its commitment to treating customers fairly, please get in touch with directorofcustomerservice@sse.com or call one of its UK based call centres on 0800 980 8831.
*According to Ombudsman Services: Energy’s quarterly figures available here
**Subject to completion of a successful credit check.