Every day we supply electricity, gas and energy services to more than 6.5 million residential and business accounts. We believe that our success depends on understanding our customers’ needs and providing them with the best service we possibly can. This includes selling our products responsibly, protecting our most vulnerable customers and helping customers to reduce their carbon footprint.
We are committed to listening to our customers to understand what they want and what is important to them. We do this by making sure that we use regular feedback from our monthly customer satisfaction surveys, talking directly to our customers and having regular meetings with stakeholders who represent our customers’ interests. This enables us to decide where to focus our efforts in delivering the best possible service and products.
In 2012 we continued with the integration of our new customer service platform. We have invested £200 million in new systems which will enable us to answer customer queries more quickly and efficiently and we will have moved all of our customers onto these new systems by the end of 2013.
In the same year, we also started our Customer Transformation Programme, under which all customer-facing processes are being redesigned to make sure they reflect customer feedback and improve customer satisfaction. In January 2013, we announced our aim to become number one in the industry for customer experience by 2015. We believe that we can achieve this by offering outstanding levels of service based upon our customers’ journey with us.
Our Customer Charter
- We listen to our customers and act on the feedback we receive.
- We aim to provide a high quality service to all our customers.
- We ensure fair pricing, provide easy to understand bills and offer discounts.
- We work with our customers to help them reduce their carbon footprint.
- We invest in new technology to improve our service to our customers.
- We invest in the community.