Putting our customers first

I’m proud to say that once again we have topped the Consumer Futures’ Energy Supplier Performance Report. Their independent league table of customer satisfaction is published quarterly and to consistently remain in the top spot is a fantastic achievement for us.

Last quarter we celebrated being top with a score of 38 and to have this improve to 33 per 100,000 is testament to the priority we give customer service in our business.

While other suppliers' complaints have increased, our score is added recognition for our ongoing customer commitment, as we were also recently named best for Customer Service by uSwitch for the 8th year in a row.

We have 20,000 employees with more than 4,000 directly serving thousands of customers, day in, day out. Our people understand that our customers have busy lives and no matter what the question, they need us to provide a quick resolution to queries and concerns in a friendly and positive way.

Our people strive to treat customers as they would like to be treated themselves, to ensure we deliver a level of service we can all be proud of. The commitment and passion they show can often go unnoticed in the wider energy debate, so it's great for me to see that their contribution is reflected in our position at the top of the league table.

However there is no room for complacency and we always aim to innovate and set new standards in the energy industry. For example, we were the first supplier to introduce a customer service guarantee that promises to give our customers £20 if we fail to meet certain standards.

We remain committed to doing the right thing by responding to our customers needs and making improvements in our service. This report is important to us as it lets us know we're going in the right direction.

About the author

Jacqui Maxwell Head of Customer Services

Jacqui Maxwell is Head of Customer Service and has worked in the energy industry for over 30 years. Her key focus is looking after customers and driving down complaints to improve the service customers receive. She is responsible for delivering SSE’s vulnerable customer strategy and also works closely with key external stakeholders including SSE’s regional Customer Forums groups, Ofgem, Consumer Futures and other consumer organisations.

Read more articles by Jacqui Maxwell