The latest Datamonitor B2B Energy Buyer survey placed SmartestEnergy top of the 2013 league table for customer satisfaction among major energy users. It is the fourth year in a row that SmartestEnergy has headed the table which assesses performance across areas including procurement, billing, account management and query resolution.
Datamonitor Energy analyst Tom Haddon described it as “another solid performance by SmartestEnergy with a market leading score once again”.
“SmartestEnergy enjoys a closer-than-usual relationship with its customers which means it can provide a tailored service that is responsive to individual needs”.
SmartestEnergy’s Vice President Sales and Marketing David Taylor said:
“Being able to maintain such levels of service while rapidly building market share underlines the company’s focus on customers. When we entered the retail market in 2008 we knew we would have to significantly raise the bar on customer experience to win business and we have invested heavily in our people and systems to achieve that.
“For a relatively new entrant in what is a highly competitive market to maintain top spot year-after-year is a real vote of confidence in our staff.”
A number of changes have been implemented in the business in recent months to accelerate new product development while maintaining industry-leading customer satisfaction levels.
Specialist account management teams have been established to reflect the complex needs of large customers, and a new Channel team is working with TPI partners to further develop innovative products and services.
SmartestEnergy now supplies more than 600 retail customers including Marks & Spencer, Unilever, Toyota and Barnardo’s from a portfolio of more than 550 generation sites. In December it signed an agreement to supply more than 380 Waitrose and John Lewis sites with 100% renewable electricity.