Scottish Power faces sales ban unless customer experience is improved
One of the UK's "big six" energy suppliers, Scottish Power, is facing a potential ban on selling if it doesn't improve certain customer services, including cutting helpline waiting times, the energy regulator said today.
Market watchdog Ofgem has launched an investigation into some of Scottish Power's customer services and plans to give the company monthly deadlines to improve them or it will halt the firm's sales activities.
The UK energy market has become increasingly competitive, with customers ever more informated about their ability to switch supplier. Smaller providers are eating away at the big six's market share and one of the key points of differentiation is customer experience.
Scottish Power has until the end of November 2014 to deal with a backlog of customer complaints identified by the UK energy Ombudsman. More than this, Ofgem requires the utility company to cut its overdue customer bills to 30,000 from 75,000 by the end of December 2014.
"The need for our intervention here is yet more evidence that the energy market is not working for consumers," said Sarah Harrison, senior partner in charge of enforcement at Ofgem.
This latest bout of scrutiny was kicked off under Ofgem's new standards of conduct regulation that were established in 2013.
In what could result in a seismic shift for both energy companies and customers, the entire energy retail market is currently under investigation by Britain's competition watchdog in a probe that could lead to the break-up of the biggest energy suppliers.
Suppliers are under pressure to demonstrate that their size and dominance of the market does not prevent them from meeting the needs of customers. Proactive efforts are required to deliver for both shareholders and the customers who depend on great service but have been let down by poor customer experience.
SynGro can help
At SynGro we enable our global clients to capture customer feedback across any channel and in any language using our customer experience management software technology.
A limited number of preview demonstrations are available revealing the 2015 release of our next generation voice of the customer platform.
To register your interest, please submit your details here and get the very latest on our industry-leading advancements in:
Financial data overlay -
Get scientific about measuring the financial risks and opportunities associated with multi-channel customer feedback and prioritise powerful business improvements.
Enhanced reporting and dashboard customisation -
Whatever the requirements of your industry and your company, SynGro provides flexible, role-specific reporting and dashboard options to guide the right actions for front line staff and senior executives alike.
Text and sentiment analysis -
Though SynGro CX technology supports multiple metrics including Net Promoter Score, Customer Satisfaction and Customer Effort Score, true CX leaders look beyond the score. SynGro provides powerful text and sentiment analysis to highlight key trends and add essential context to customer feedback.
Customer experience is the next great business battleground.
We're confident that SynGro 2015 represents the complete CX solution for your company. Whether you're B2C, B2B or an energy suppliers - from the big six to challenger brands and beyond - together we can help you to compete, and win, on customer experience.
Register now to take your customer experience programme to the next level.