npower have been named as the worst UK gas and electricity supplier for customer satisfaction according to a survey from uSwitch. The survey from the comparison website revealed that a substantial proportion of its customers were unhappy with the level of customer service being provided by the supplier.
Discussing the poor result, Paul Massara, chief commercial officer at npower, was quick to assert that the company was looking to address the apparent issue, investing in improving their customer interaction management system. In Massara’s own words:
“Our customers, and the level of service we can provide, are our number one priority and that’s why we have invested £200 million in a new customer service system. We are currently in the middle of moving nearly six million customer accounts on to the system, which will enable us to respond to customer queries quickly and more efficiently.”
An increased focus on CIM is prevalent in the utilities sector, according to uSwitch’s director of consumer policy, Ann Robinson. Robinson reports that; “Energy suppliers are falling over themselves to demonstrate to consumers that they are listening, learning and changing.”
For many suppliers, this renewed commitment to customer interaction management has had a positive effect on customer sentiment, with 66 per cent of consumers suggesting they are satisfied with their energy provider, up from 62 per cent in 2011. E.on has witnessed a 10 per cent increase in the proportion of satisfied customers within the last year, coming top of the poll
“This message does seem to be getting through though,” confirms Robinson, speaking on the increasing focus on CIM, adding; “Customer satisfaction has increased despite suppliers announcing deeply unpopular winter price hikes this year.”
Read up on other businesses that have used CIM technology to improve their customer service on the testimonials section of the numero site.