It was fantastic to discover that Good Energy has chalked up another great performance in the 2015 Which? energy company customer satisfaction survey.
We scored an amazing 82%, which is exactly the same as our result last year, meaning that for the past four years in a row, we’ve come in the top two every time. What
We’ve always been committed to keeping the customer at the heart of everything we do, so it was great to receive another endorsement from this respected consumer organisation for our consistently high-quality customer service.
That’s not to say, of course, that there aren’t areas we could improve upon. The company has gone through a real growth spurt with lots of new customers joining us – which is great but brings with it some challenges. We know there are things we could do better and we’ve been making a lot of changes to the way we do things to improve the service our customers receive.
So what sort of steps have we taken? We’ve recruited more customer care staff and streamlined both our recruitment and training processes. We’ve built in more flexibility to the team’s working patterns so we can better cover our busiest times, and we’ve improved the support and training provided to new staff once they’re up and running in their roles, with even more focus on coaching and development.
We’ve also identified some other improvements we think we can make to give customers a 5* experience. Our customers have told us that it can be difficult for them to get in touch with us during office hours, so we’ll shortly be extending our call centre opening hours to 8am-8pm on weekdays and will open from
More and more people like to receive their bills and information about their services via email or the internet, and we recently introduced e-billing which is already proving popular with customers. We’ve plans too, for more internet self-service initiatives which we expect to see rolled out during 2015. All these initiatives will help ensure our customers get great service from us, at a time and in a format that works for them.
It was great to see that all the top performers in this year’s survey were the smaller, independent companies like Good Energy. More evidence – if it were needed – that there has never been a better time to Switch for Good and change supplier!