Our Focus - Customer Complaints
The service we provide to our customers is really important and that includes how we deal with complaints. We never want to cause complaints, but when they happen we ensure the feedback is used to make future improvements.
We have been making lots of changes to improve the service we provide and how to better support our customers when things go wrong. Our aim, should we receive a complaint, is to resolve it as quickly as possible and to turn the customer experience into a positive one.
The improvements we’ve been making fall into three themes;
We have been making our complaints performance more visible to all levels of the organisation. From senior leaders to operational teams. This means that everyone knows how we are doing, and more importantly, what they can do to help.
Daily conversations are taking place to resolve customer issues and take any lessons we can learn forward. This includes daily senior-leadership calls and performance meetings which are focused on customer outcomes and resolving complaints.
This is creating a regular drum-beat and putting our customers at the heart of everything we do.
Some of our complaints handling activities have been migrated to the local engineering teams who carry out our works.
Giving the responsibility to the people who deal directly with our customers is making it quicker to turn a bad customer experience around.
We have recognised that it’s important to give more flexibility to our skilled-staff to do the right thing with customers who have been let down. We have also removed red-tape to enable quicker process changes.
This recognises the people who have the skill and experience to make informed decisions without time consuming escalation procedures.
Why Our Complaints Performance is Important
Improving our complaints performance is the right thing to do for our customers, keeping them at the heart of everything we do.
It also makes the work environment a better place for our employees, removes unnecessary cost and enhances our reputation.
In the last 12 months we have seen a 34% reduction in complaint volumes and we will continue to focus on what is right for our customers.