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EDF Energy and SSE top consumer satisfaction poll

The French provider rose from last place in 2012 to joint first this year

EDF EnergyThe independent National Customer Satisfaction Index (NCSI) rankings are compiled by looking at a number of different factors affecting customers of energy companies.

These include customer expectations, perceived quality, perceived value, customer complaints and consumer loyalty.

EDF was given a score of 71 out of 100, which took it into joint first place on the table, alongside SSE. It also marked an impressive increase of 9% when compared to a year ago. SSE’s score fell from 73.

EDF ‘determined to deliver better customer service’

Martin Lawrence, managing director at EDF Energy, said: “We are determined to give customers the excellent service they expect and we have worked hard to improve our performance. We admitted that our service fell below the standard customers deserve following the introduction of a new customer service system two years ago. This result shows the huge improvement we have made.”

He went on to add that the key areas the company had tightened up on were the answering of phone calls and email enquiries.

Lawrence said customers expect answers to be given quickly and problems to be dealt with as soon as possible, adding that the latest improvements showed how well the company was performing in terms of meeting its requirements.

New service options becoming popular

In order to meet targets, EDF has recently been updating the ways in which customers can get in touch to make enquiries and complaints about their accounts.

Steps taken include the introduction of 24-hour online access to accounts. This allows customers to access the details of their bills and book appointments among other functions.

They also have access to other tools such as a live online chat function and customer service emails.

The company said it deals with some 600,000 phone calls and 70,000 emails per month, although customers are also reacting well to newer options, with 20,000 using the web chat function each month.

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