5 Sep 13

EDF Energy tops the National Customer Satisfaction Index

The company rose from last place to joint first for energy companies in the space of 12 months in the latest ratings from the independent survey.

Martin Lawrence, Managing Director at EDF Energy, said: “We are determined to give customers the excellent service they expect and we have worked hard to improve our performance. We admitted that our service fell below the standard customers deserve following the introduction of a new customer service system two years ago. This result shows the huge improvement we have made.”

“Customers expect phones and emails to be answered quickly and any problems dealt with as soon as possible. With this new NCSI rating we are on our way to meeting these requirements. We’ll continue to listen to our customers to find out how we can improve even further in the future.”

The NCSI is an independent national benchmark of residential customer satisfaction. It is an online survey of customer evaluations of the quality of goods and services that they have purchased from a variety of companies in the UK**. Questions that are asked to customers cover five topics: ‘Customer Expectations’, ‘Perceived Quality’, ‘Perceived Value’, ‘Customer Complaints’ and ‘Customer Loyalty’.

The NCSI scores organisations annually on a scale of 0 to 100. EDF Energy’s score of 71 is an increase of nine per cent from its score this time last year, and positions it joint first on the table of energy companies.

EDF Energy customers are now benefitting from 24-hour online access to their accounts, as well as live web-chat and email customer services functions. The company handles around 600,000 phone calls and 70,000 emails as well as talking to around 20,000 residential customers using Live Chat each month.

EDF Energy customer service also rated highly in data collected by marker research company Illuminas, which recently recognised EDF Energy as the most recommended major energy supplier***. The data showed that EDF Energy’s customers agreed that it ‘takes responsibility for its actions and proactively sorts out mistakes' more than any of the other major suppliers.

As part of its commitment to be open and transparent, EDF Energy also publishes on its website quarterly statistics on its service levels.

In September last year EDF Energy trialled and launched its ‘Better Bill’, a new look bill layout, and was awarded the Crystal Mark by the Plain English Campaign for the clear and simple language that was used. In 2012 the company also launched a UK-first photo meter-reading smart phone app, which provides a simple and efficient way for customers to provide EDF Energy with their meter readings.

EDF Energy’s industry-first tariff, Blue+Price Promise, which informs customers if a tariff is launched by another supplier that could save them £1 a week or more (£52 a year) at typical consumption****, has already seen more than 1.3million energy accounts switch to it since its launch in April 2012.

EDF Energy’s efforts follow on from the launch of the company’s Customer Commitments in March 2012, where EDF Energy laid out its aims to deliver Fair Value, Better Service and Simplicity for EDF Energy customers.