Energy Assets Utilities Continues to Offer a Platinum Customer Experience

Energy Assets Utilities Continues to Offer a Platinum Customer Experience

Energy Assets Utilities is committed to offering a Platinum Customer Experience, delivering expertise and good customer service from all aspects of the EAU team. This encompasses many departments from design through to operations. To continuously build on our customer satisfaction portfolio we appointed Becky Pickles at the end of Q4 in 2020 into a newly created role as Customer Manager to help drive and deliver this goal.

One of the ways in which Becky is helping her team measure Customer Satisfaction is to release an online Customer Satisfaction survey every quarter. These surveys invite our customers to give honest feedback about the services EAU offer and the ease of use.

Becky and her team have been continuously working diligently to boost EAU’s reputation and the results from Q1’s survey were a shining beacon of this hard work. Q2’s survey has recently concluded and the results, once again, illustrate all of the hard work and effort that the EAU team have put in.

Becky Pickles
Customer Manager

“In October 2020 our average customer rating out of 10 was 5. Since then, our score has increased to an average of 7.7, which is a 64% improvement. 

Our Customer Survey is not just a tick box exercise for us. The feedback that our customers give is carefully considered and it helps us form our action plans for continuous improvement. A few things we have changed on the back of feedback from this survey are:

• Each site manager has a dedicated Customer Experience Advisor and full contact details for easy communication

• Call software is now used for the general number which has improved average speed of answer to less than 7 seconds

• Each site manager has been given a comprehensive Developers Guide, including contact details for the Management Team and EAU’s complaint escalation process

We look forward to our next survey for Q3 to see what has gone well and which areas need more focus. This would not have been possible without our amazing bunch of people, who are all dedicated to providing a platinum service.” – Becky Pickles, Customer Manager

We could not be prouder of the results that Becky and her team have achieved so quickly after implementation and we look forward to seeing how these improvements help EAU go from strength to strength in the next quarter and onwards.

Congratulations to our customer services team for their commitment to the ongoing improvement of the customer service levels offered by EAU. One of our company core values is Teamwork and they have clearly shown this by working together and with our customers. 

View the results of the Q2 Customer Satisfaction survey below.


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