SSE has stepped up to mark with regard to customer complaints as they vow to resolve customer complaints in just four weeks – half the time allowed legally.
If complaints haven’t been solved in four weeks, SSE has pledged to inform customers of their right to seek an independent review through the ombudsman.
SSE had already reduced their resolution time from eight weeks to six in March and has said that since this reduced resolution time, it has retained its position at the top of the customer satisfaction league tables as no other supplier has matched its commitment.
SSE group managing director for retail Will Morris said:
“We already receive fewer complaints than anyone in the industry but we won’t stop there. We want to fix any issues as quickly and directly as possible, while giving customers the peace of mind of knowing that they can get independent guidance sooner rather than later. We will soon be twice as fast as anyone else on this and would urge all suppliers to follow our lead.”
“We are proud of our track record when it comes to looking after customers and this is about raising the bar yet again. Investing in our websites, reducing call waiting times and training staff to deal with some of our most vulnerable customers are all other important measures we’re taking to improve and underlines our commitment to treating all customers fairly.”
SSE have also committed to introducing new technology to their customer service lines to tackle call waiting times, additional training for customer service staff to support vulnerable and elderly customers and scrapping charges for the removal of a prepayment meter.
We commend them for their commitment. We at Business Juice believe that customer service is key. For business energy advice or a free quote, give us a call on 0800 051 5770.