At a time when customer service standards within the power industry are the subject of intense media and regulatory focus, ScottishPower confirmed it has made significant progress in driving customer service standards, having achieved the lowest number of recorded complaints made to EnergyWatch since records began in 1999.
This success is the result of a major customer service initiative undertaken by ScottishPower Energy Retail, one of the UK’s largest suppliers of gas and electricity with over 5.2 million customers within the UK.
Commenting Chief Executive Philip Bowman said "As part of our aim to become the UK’s best integrated power provider, we set ourselves a commitment to be number one for customer service and deliver excellent service to our 5.2 million customers. Driving down the number of complaints made to EnergyWatch, is an important milestone in realising our aim".
"A business the scale of ScottishPower with 5.2 million customers means occasional customer service problems are inevitable. However over the 12 months, ScottishPower Energy Retail Director Willie MacDiarmid and his team have completely reorganised their operations to try and minimise the number of customer service problems arising in the first place whilst at the same time, improving the way we handle customer complaints".
"Of course improvements can still be made, but this important milestone demonstrates we are heading in the right direction".