How satisfied are our customers?
Every week, Explain Market Research, an independent company, carries out telephone surveys with our customers to find out how satisfied they are with the services we provide. We aim to provide a level of service that our customers expect and exceed expectations, and where we have failed to deliver, we use the scores and feedback from our customers to help inform what we need to do to improve.
The scores, based on this survey are reported to our regulator, Ofgem, as part of the Broad Measure of Customer Satisfaction Incentive Scheme on an annual basis. Our ultimate aim is to continuously improve the services we provide to our customers and increase our customer satisfaction ratings year on year.
During the regulatory year April 2014 to March 2015, around 7,487 of our customers were surveyed by Accent who:
Customer service is at the heart of what we do
With this in mind, we listened to what our customers said about how we can improve our services and the ways we can support them further. During the regulatory year April 2014 to March 2015, we have seen some positive improvements, but we recognise we still have more to do as industry-wide performance continues to improve.
During April 2014 to March 2015 we have: