OREANDA-NEWS. SSE’s customer forums, where customers provide frank and honest feedback on the company’s products and services, are helping to make the business better.

Launched just over a year ago as part of the company’s Building Trust agenda, forum members have helped create simpler and clearer bills; develop the industry’s first Customer Service Guarantee and had valuable input into the service standards and commitments outlined in SSE’s Customer Charter.

The forums, involving customers from Scotland, England and Wales, met quarterly between April 2012 and April 2013. The independently chaired meetings included presentations from SSE’s staff and management team, site tours as well as details on processes and practices.

Tony Keeling, SSE’s Director of Customer Service said: “The customer forums have been a fantastic success. They were designed to give us an opportunity to hear direct from customers on the topics that matter to them and build on our award-winning customer service.

“The enthusiastic and constructive feedback we’ve had from customers has been invaluable, it has certainly influenced our viewpoint and helped us make genuine improvements to the way we do business.

“Due to the success of the forums we’re committing to continue with them for another year at least and I’m looking forward to making even more improvements to our services in the coming year”

SSE’s customer forums were independently chaired by representatives from leading consumer organisations, including Consumer Futures (formerly Consumer Focus), Which? National Energy Action and Citizens Advice Scotland.

Jenny Saunders of National Energy Action, who chaired the forums in England looking at the Southern Electric brand added: “It is clear to me that this important initiative has led to changes in practice and improvements to customer information by SSE. I’m delighted that SSE has decided to continue with the forums and through my role as Chair in the coming year I am committed to helping fulfil our shared goals of further improving customer satisfaction.”

Each customer forum consisted of 12 members and looked at one of SSE’s retail brands: Scottish Hydro, Southern Electric, SWALEC and Atlantic. A range of topics were covered, including bill design, vulnerable customer assistance, smart metering and pricing.

Quotes from SSE customer forum members:

“One of the important things is that it encapsulates trust in the organisation, it comes to the forefront – we can trust you! Trust is such an important thing.” Robert Wilson, Alness, Scottish Hydro forum

“I’ve learned so much and it’s been interesting to meet the team” Lorna McAllister, Stirling, Scottish Hydro Forum

“When a company is prepared to listen to their customers, then it’s always going to have a positive outcome. Any feedback is good, as long as the company takes notice of course.” William Rogers, Brecon, SWALEC forum

“The forums were enlightening, interesting and informative. It’s really important for customers to be listened to and their opinions taken on board. I felt the forums certainly provided this with some real improvements made to the services the company provides.”

Christine Scott, Bognor Regis, Southern Electric forum

“The presentation on the wholesale business really helped me to understand gas and electricity pricing. Media and the news don’t tell you the whole story!” Victoria Kelso, Falkirk Scottish Hydro forum

“I have really enjoyed the customer forums. Atlantic thinks everything through and covers all that needs to be covered.” Lisa Cuddy, Dartford, Atlantic forum member

“It’s a case of SWALEC stopping and looking at how they can improve their service and ensure the best possible experience for their customers; this is reassuring.” Kathleen, Conte, Swansea, SWALEC forum