We hold a Standards of Conduct Advisory Panel with respected third parties such as Which?, National Energy Action (NEA) and Citizens Advice which helps inform the actions we should take to treat customers fairly and develop our products and services to best meet their needs. These meetings are attended by our Customers Business Managing Director, Director of Sales and Marketing and Director of Customer Operations.
High standards for every customer
We’ve put various measures in place for our sales teams to help them give customers the same high level of service whenever, and however, they get in touch with us. This includes better training and monitoring, as well as a customer satisfaction survey which goes to everyone after they have completed the process of joining us. We also give our staff incentives to focus on quality and compliance – not just based on how many calls they can make, or the number of tariffs they can sell.
Tackling complaints head on
In 2015 we set up a complaints improvement programme to make sure we handle complaints more efficiently, and reduce incidents where we think a complaint’s resolved, but the customer doesn’t. Our complaint management is focused on positive customer outcomes, closing the ‘resolution gap’ and our Senior Management take accountability for identifying, addressing and preventing future complaints. We’re pleased to say that this and other efforts we’ve made have reduced the number of complaints we get. From January 2016 to September 2016 we had 24% less complaints than January 2015 to September 2015. Citizens Advice has also ranked us second for complaints handling amongst the major suppliers (and fourth out of 22 suppliers overall) in its Q3 2016 Residential Complaints League Table. Demanding the best from everyone we work with Today’s energy market isn’t just about suppliers. Other types of business, like price comparison websites, are also interacting directly with customers. We expect anyone who works for us to have the same high standards as our own. So we’ve put extra quality checks in place on sales that go through third parties to make sure that’s the case. We will only work with selected third parties we believe are fair and adhere to Ofgem’s Standards of Conduct.