We were delighted to be ranked number one for customer service in 2015/16 by our regulator, Ofgem, and to be benchmarked as one of the UK’s top performing companies by the Institute of Customer Service.
Behind these headline scores is a commitment to making customer service part of everyone’s day jobs and extensive research to understand our customers’ varying needs.
In 2015/16, we improved support for customers during disruptive projects, and enhanced our back office systems to provide a more seamless service.
We trained our customer service team in the use of social media – making it an integral part of the role – and launched a text message tool to gain instant feedback.
It wasn’t a flawless performance, however. Our complaints score, for example, was slightly behind that of 2014/15. There’s lots more to do, and we’re looking forward to going even further for our customers in the year ahead.