5-star rating

30/01/20

Andrew

Eaton

At SSE Enterprise 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.

Number of Responses

The number of responses from over 500 customers throughout 2019 was high with just under 80% of potential responses either fully or partially completed.

 

Compliments and Complaints

For the second half of 2019, data on the number of compliments and complaints were analysed. Compliments outnumbered complaints by almost 6 to 1.

Support Survey NPS1

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 Enterprise Energy Solutions?’ was excellent: twice the number of ’Passives’, and more than 10x the number of ‘Detractors’.

[i] 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.

1NPS 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.

Feedback from Site Visits (September – December only)

  • The service report is an essential communication tool between the engineer and the customer. 67% of our customers received a service report soon after the visit, however, 19% of customers stated they had not. Upon investigation we found that these issues were generally caused by the report being sent to another individual as a part of the contract agreement.
    • We acted upon this feedback by modifying our report distribution and offering all of our customers an automated report subscription service that provides the customer with access to an on-line portal to allow them to view their visit reports and essential contract documents.
  • 50% of our customer said there were no issues identified whilst our engineer was on site. In a well-managed site where the customer is covered by a support contract, we would expect relatively few issues to be raised. However, where issues were identified our engineers either resolved the issues during the visit, or in most cases provided our customer with a quote to rectify the problem.
  • A good working relationship between engineer and customer will naturally give opportunities to maximise the performance of the BMS. 64% feel this to be the case.
  • 60% of customers feel that they have been given all the information that they need.

 

Overall Service Feedback

  • 94% of customers rated our overall service as good or excellent
  • 93% of customers rated our delivery on promises as good or excellent
  • 77% of customers rated us good or excellent in terms of value for money
  • 90% of customers rated the level of contact from SSE as good or excellent

For more on our service and project work, call us on 0345 072 9529 , or email us at info@sseenergyoptimisation.co.uk

Andrew

Eaton

Andrew is Product manager at SSE Enterprise Energy Solutions. He has worked in marketing for almost 30 years and has a PhD in chemistry from the University of Durham.

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