At SSE Energy Solutions asking for feedback from our customers is a vital part of understanding how our customers are feeling about our products; service and organisation. It also shows our customers that we value their opinion and are listening to any concerns that they have.
We have a robust process for seeking feedback from all of our service customers, month by month which culminates in our annual survey results for the year, and which contains some very positive indicators of the high levels of customer satisfaction achieved by our engineers and other staff.
However, things can and do go wrong and when this happens, following up on customer concerns or issues is just as important to us as asking for feedback. Our Customer Charter is in place to provide our commitment to our customers that we will resolve any concerns or issues promptly and evaluate our performance to identify areas of improvement.
Our organisation is working to continuously improve our customer experience. This is ultimately driven by listening and acting upon the valuable feedback that we receive from our customers.
The number of responses from over 500 customers throughout 2019 was high with just under 80% of potential responses either fully or partially completed.
For the second half of 2019, data on the number of compliments and complaints were analysed. Compliments outnumbered complaints by almost 6 to 1.
The overall score for the Net Promoter Score in response to the question ‘Please rate, on a score of 1-10, how likely are you to recommend SSE Energy Solutions?’ was excellent: twice the number of ’Passives’, and more than 10x the number of ‘Detractors’.
1 NPS stands for Net Promoter Score which is a metric used in customer experience programs. NPS measures the loyalty of customers to a company. NPS scores are measured with a single question survey and reported with a number from -100 to +100, a higher score is desirable.