CEO Blog

Neil Clitheroe

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Improving Customer Service - External Survey Results27/11/2015

We have been working hard to improve the service we provide to you, and although this work is ongoing, I believe we are starting to turn the corner on our road to improvement. Here’s why.

Earlier this year on a previous blog, I talked about the issues we had experienced while implementing our new billing system and what we were doing to put things right for our customers. I mentioned that the positive impact of these improvements would start to come through in the results issued at the end of the year, by 3rd party consumer groups, like uSwitch and Which. I also highlighted that we are improving our complaint handling, which would also start to feed through to the statistics reported by the Energy Ombudsman and Citizen’s Advice.

As expected, these 3rd party results tell exactly this story, of how we have been working hard to put things right and are continuing to do so.

The Energy Ombudsman recently released their complaint results which show a 27% reduction of ScottishPower complaints over the last 3 months alone. Overall since the start of the year, we have reduced complaint levels that they receive by half and there will be no letup in our efforts to continue this improvement.

I also said in my previous blog that we have some of the best call answering times in the sector. In a recent Which Survey, we came 2nd out of the big 6 energy suppliers for call answering times. With an average call waiting time for Customer Service at only 2 minutes 34 seconds in 2015, we are now positioned in 7th place out of 22 energy companies surveyed. Our improvement was acknowledged by Which and again this is something we will keep working on.

We have also shown improvement in the latest uSwitch Customer Satisfaction survey. This measures a number of aspects of service and we have improved in most of the key areas, like providing value for money and customer service. This has increased our overall customer satisfaction score which again we will continue to improve on.

While I realise we still have work to do, I believe we are making progress. We want to make managing your energy as easy as possible. That’s why we have introduced longer call centre opening hours, improved the ScottishPower Energy App and are making it easier for you to service your energy account online, such as changing tariffs, entering meter reads and adjusting your Direct Debit payment. Although we are starting to turn the corner, we all at ScottishPower, recognise that there is still room for improvement and I can assure you that there will be no letup in our efforts to do so.