Over the past week SSE has had the opportunity to take part in two panel sessions discussing changes in the energy industry and customer choice.
We also joined forces with Energy Secretary Amber Rudd MP and Citizens Advice to launch Energy Saving Week at an event in London.
It was fantastic to see so many people taking an active interest in how they can save money on their energy bills. From changing lightbulbs to simply turning off appliances when not in use, for many people saving money is just a flick of a switch away.
At SSE we believe it is vital that the industry continues to evolve and offer new and exciting services to customers. However, in doing so, it is important no customer is left feeling confused, bored or ignored.
We know that this will only happen if everyone involved in the sector is engaged, which is why it was a pleasure to have the chance to discuss SSE’s views on the current position of the energy sector.
On Tuesday I addressed the Marketforce Energy Forum, discussing the changes underway in the industry.
There is a huge amount happening at the moment. From the introduction of smart meters to leaps forward in digital and mobile technology and also increased competition as more and more suppliers join the market.
We are moving forward at SSE too and it is right that we should constantly strive to better ourselves. However, it is vital we bring our customers with us on this journey.
Engagement isn’t something that can be taken for granted - it has to be earned. That is why we want to work with our stakeholders to make sure we get what we all want - affordable, secure, cleaner energy and a market that works for customers. It was a pleasure to share the Marketforce stage with Dermot Nolan, Chief Executive of Ofgem, who agreed with this belief.
On Wednesday I also took part in a panel discussion at the Energy UK Annual Conference talking about choices for customers and customer engagement. It is often said that customers aren’t engaged enough because switching levels aren’t high enough. I, however, have to respectfully disagree.
Yes, there are some customers who we need to work harder to connect with, but I believe most customers are engaged with their supplier and lower switching levels are not necessarily an indication of disengagement.
There are many reasons why customers might not switch, most probably because they’re happy with their service. Yes, switching needs to be made as easy and quick as possible so that customers have the security of knowing that if they aren’t happy, they can change supplier.
The ideal scenario is happy customers receiving high levels of service who know how to make a change should they become unhappy.
I’m happy to say the other panellists - including representatives of uSwitch, Utilita, Good Energy and the Ombudsman – agreed that excessive switching is not the be all and end all - we also need to focus on engagement by putting customers first and offering them a great service.
SSE is a company that works hard to connect with customers and make them feel engaged with us as their energy supplier. It’s just another reason why we’re proud to make a difference.