Customer service has always been a hot topic of debate throughout the energy industry. In recent weeks, the Competition and Markets Authority (CMA) has reviewed the UK energy market to assess whether the industry as a whole needs to re-energise its customer service levels.
Needless to say, the initial response hasn’t been great with issues concerning billing and, you guessed it, customer service hitting a low.
For an industry that wants to be known for its customer-centric values, this is problematic with many suggesting that it’s time for an industry-wide change to shake off negative connotations and move towards a fresh customer-focused outlook.
However before we can move on, the industry must ensure that the basics of being customer focused are being executed correctly with the objective to win back the trust of customers. Essentially, the industry needs to work to consolidate customer confidence and create a set of strategies to make the market work for everyone.
So, how do we go about doing that? Well, surely it’s a case of re-evaluating the simple steps and getting this right before moving on to more advanced, technologically innovative solutions. The energy market must think like a customer and remember what they want:
To be engaged with on a personal, individual level
For technology to streamline communication (it’s no secret that many would pay extra for a wider range of communication channels)
Regular, transparent and honest advice
Customer service is always top of the agenda for energy suppliers which is why many are investing in new systems and reviewing tariff charges. Change in an industry as established and as large as the energy industry will take time and the challenges ahead should not be underestimated – starting with the customer is just the first step.
Energy Scanner’s mission is to help make it easier for the SME community to have access to the very best, up-to-date information about energy costs from the outset. We want to work with SMEs to ensure their journey and communication line to UK energy suppliers is simple, honest and transparent.
By meeting this criterion, we can all work towards improving the customer experience.