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ScottishPower Comment: Ofgem Customer Satisfaction Survey


ScottishPower has retained its position as one of the best performing Big 6 Energy Companies in Ofgem’s annual customer satisfaction survey. As well as featuring at the top this year’s survey, the company also had one of the largest improvements in the industry against performance in 2010.

Neil Clitheroe, CEO of ScottishPower Energy Retail said: “We constantly strive to improve customer experience in all areas of our business. We speak directly to our customers on a regular basis and use their feedback to drive improvements.

“Over the last year at ScottishPower we have renewed our focus to deliver the best customer service possible and it’s good to see the hard efforts of so many of our people starting to bear fruit. We recently made major investments in our IT systems which has helped our staff to be as helpful and constructive as possible when engaging with customers. We have also launched a range of new customer initiatives, such as our tariff check scheme, which has encouraged more than 20,000 customers to switch to a cheaper tariff.

“More can still be done, especially if we want to continue to lead the market with customer innovation. We are now very close to launching our new ‘Midata’ system that will help to give customers greater insight when making decisions about their energy account.  The system will allow customers quick and easy access to consumption data so they can ensure that they have the best deal possible, as well as gaining valuable information on their energy consumption patterns.“