Southern Electric
Scottish Hydro
SWALEC
Atlantic
Three steps to great customer service
July – September 2016
Three steps to great customer service: July – September 2016
At SSE we’re committed to providing great customer service. That’s why we have our Customer Charter and
Treating Customer Fairly Statement. We also want to be open and let you know how we’re doing.
The following information shows you how we’ve been working hard to deliver the commitments we’ve made
to you.
Call answering
Satisfaction
29,511
859,809
847,688
787,839
18,990
603,394
270,934
240,183
July
August
September
Total surveyed
Total calls answered
Total calls answered within 2 mins
Extra help
Customers that
would
recommend SSE
to friends or
family
Service plan changes
5,762
£47m
3,293
Amount allocated to helping customers in
fuel poverty during 2016/17
3,056
1,081,682
Number of customer accounts able to
access PSR support
July
Three steps to great customer service
July - September 2016
August
September
Page
2
1. Making life easy for you
To make it even easier for our customers to contact us when needed we’ve extended the opening hours of
our Pay As You Go service teams. From July-September this year 72.5% of customers’ calls were answered
within two minutes. We also offered over 817,378 customers a call back via our Virtual Hold system, where
customers choose to request a call back rather than waiting in a queue.
In this period we surveyed over 29,511 customers and were delighted to see that 64.3% are likely to
recommend us to friends and family. We’ve also been working hard to improve our complaint handling
performance and believe that resolving complaints efficiently is in our customers’ best interests. We are
continually improving the service we provide, and publish our complaints performance on our website
every quarter.
2. Finding ways to save you money
We aim to give customers a brilliantly simple experience, but we also know that our customers will always
want the best deal. Between July-September 2016 we’ve helped 12,111 energy customers to switch to a new
tariff or deal with us. We helped 5,762 customers move to a new deal in July, with 36,293 changing in August,
and 3,056 switches made in September.
3. Helping you when you need it most
Some of our customers require an extra helping hand, and we always try our best to help those in need. That’s
why we’ve allocated nearly £47 million towards helping customers in fuel poverty during 2016/2017.
Our Priority Services Register offers support to make life more comfortable for customers that may need extra
help. So far 1,081,682 customer accounts are able to access this support. Our website has lots of helpful
advice for those who may require extra help, with details of services to help you if you're elderly, disabled, or
have special medical needs. Please click here for more information.
Further information
For more information on how we are improving service and treating our customers fairly, please visit our
website:
www.sse.co.uk/about-us/sse-and-you/our-customer-charter
www.sse.co.uk/HelpAndAdvice/TreatingCustomersFairly
SSE and associated brands: Scottish Hydro, Southern Electric, SWALEC and Atlantic are all trading names of SSE Energy Supply Limited registered in
England and Wales number 03757502 (supply of electricity) and Southern Electric Gas Limited registered in England and Wales number 02716495
(supply of gas), both members of the SSE Group. The registered office of SSE Energy Supply Limited and Southern Electric Gas Limited is 55 Vastern
Road, Reading, Berkshire, RG1 8BU.
Updated October 2016
Three steps to great customer service
July - September 2016
Page
3