Posted: 31st January 2017
The energy sector is making great strides in its treatment of customers. The insight provided to energy firms by Ofgem through its engagement with consumers and firms is helping to drive this; it lets firms benchmark themselves against industry averages, and provides transparency for consumers.
Of course, energy firms will still face operational challenges, and industry-wide data can only go so far in helping firms deal with these. Through the right internal approach and the use of focused outcomes testing, energy firms can continuously improve the customer experience they are providing. This has benefits that go further than customer protection, and can help reduce costs to the business.