Quarterly performance reporting

Quarterly performance reporting

Like any growing business, we take our customer feedback seriously whether good or bad. We do this in several ways from inviting feedback using independent industry recognised tools like Trustpilot, Feefo and Google reviews. These allow us to see where we are doing well but more importantly where we fall short of expectations. We also record feedback provided via social media like Facebook and Twitter. We listen to our staff who interact daily for suggestions on how we can improve both the experience we provide and the processes we operate. Finally, we look at customer complaints and publicly report our figures, we recognise we won’t get it right all the time were only human. The important thing is we learn and will always strive to improve our performance and customer experiences.

All the above provides us with a wealth of information upon which to act we call this continuous improvement. In the last twelve months we have completed the following as a result:

  • Launched a new website
  • Altered our moving home process
  • Launched our online renewals process
  • Re-vamped our usage reviews to actively mitigate bad debt
  • Re-vamped our priority services register to help our vulnerable customers
  • Added new products like boiler servicing & replacements

More changes are in the pipeline including a new on-line account area for our members as well as new products and services.

Quarterly complaints data

Reporting periodComplaints receivedComplaints resolvedResolved per 100k customer accountsResolved the same or next working dayResolved in 8 weeks
Q4 201835035042086%100%
Q1 201937637530389%100%
Q2 201920620411484%100%
Q3 201939538218896%100%
Q4 201982381741184%100%
Q1 20201962156674167%80%
Q2 202079369435158%88%