We are all customers at some point, and we’ve all had that infuriating experience of not being able to get through (both literally and figuratively) to the offending service provider.
Recently a number of high-profile utility companies hit the headlines after providing a poor standard of customer service. We wouldn’t claim to be perfect either, but what we definitely are is determined to keep getting better. We’re constantly improving our service by asking what works for you, and listening to what you say. Here’s a rundown of what we’ve been doing and what it means for customers.
- In the last 12 months we’ve introduced a number of new initiatives based on customer and stakeholder feedback helping us reduce customer queries by 32% for 2010/11.
- We have strengthened our customer service team by employing individuals with strong industry experience and that has enabled us to manage case loads more efficiently.
- A few of our customers told us they found their bills over-complicated and difficult to understand, so we are working on an ‘easy to read’ bill, which we aim to introduce early next year.
- We have been working with, and will continue to do so, key suppliers including Scottish Water, to allow us to develop a more streamlined process for handling customer enquiries.
- We are working closely with the new public services watchdog SPSO (as it prepares to take on the role held by Waterwatch Scotland), to continue to improve the quality of service we offer customers and help them get more out of their relationship with us.
- What’s more, as you’ve probably now realised, we’ve introduced a blog on our website. While it lets us keep you up-to-date with Business Stream, the blog exists so that you can give us your feedback (and we can respond) in real time.
So, if you think we could be doing better (or if you want to congratulate us on a job well done), get in touch and let us know.