SSE Airtricity has been named as the top electricity provider for business customer satisfaction in the Commission for Energy Regulation’s (CER) Consumer Survey Report 2016.
The survey, which was conducted in April and May of this year, asked representatives from small and medium enterprises (SMEs) to give their views on the various energy suppliers in the market. Respondents were asked to rate the suppliers across a wide range of criteria, including price, ease of switching, and accuracy and clarity of billing.
SSE Airtricity received an overall customer satisfaction rating of 91%, putting it at the top of the table and nine percentage points ahead of its nearest rival. The company’s score improved by an impressive 28 percentage points from last year’s survey.
The result reflects a number of enhancements made by SSE Airtricity over the last year to boost its customer service offering, and to develop a seamless experience for its Business Energy customers across all of its service channels.
In the past 12 months, the company has bolstered its digital service offering for commercial customers, with the introduction of a webchat function, and has seen further improvements in the number of queries resolved at the first point of contact. There have also been improvements in billing accuracy, which is now at 99.7%, while over three-quarters of telephone calls are now being answered within 30 seconds.
Stephen Gallagher, Head of Business Energy at SSE Airtricity, said:
“We’re delighted to be named as the top supplier for SME customers in this year’s survey, and especially pleased with the marked improvements over the last 12 months. We’re proud to be delivering a best-in-class, omnichannel customer experience, which means our Business Energy customers enjoy seamless customer service across all of our channels, both digital and traditional.
“We’re not stopping there though. We know that the expectations of our SME customers are ever-changing, and that’s why we are committed to continually delivering innovative solutions and exceptional customer service so as to ensure we are always meeting customer needs. In doing so, we’ll be there to provide the energy and services our business customers need, and helping them to grow their businesses, today and into the future.”