ENGIE maintains exceptional customer service score

Following a rigorous appraisal, ENGIE has been re-awarded the prestigious Institute of Customer Service ServiceMark standard for its energy supply activities.

In order to retain ServiceMark, ENGIE was required to survey customers on a regular basis and was scored on a range of customer satisfaction criteria. These included quality and efficiency of service, friendliness and helpfulness of staff and ease of contact. ENGIE scored 77.8 which is in line with the all-sector average and higher than the utility average of 74.4.

Paul Rawson, CEO of ENGIE’s Energy Solutions division, commented: “The fact that this is an independent assessment of the criteria that really matter to our customers makes ServiceMark especially important. It is a testament to our commitment to delivering a world-class service that underpins competitive energy prices with an exceptional customer experience.”

Through its Energy Solutions division, ENGIE supplies gas, electricity and associated services to industrial and commercial markets. The company joined the Institute of Customer Service in 2012 and was first awarded the ServiceMark in 2013. The company will be assessed again in October 2019.

Jo Causon, Chief Executive, Institute of Customer Service, says: “ENGIE continues to demonstrate that its leadership and wider teams understand the importance of a strong customer service strategy.  Achieving ServiceMark again is a sign that ENGIE is demonstrating a commitment to continuously improve customer service standards.  By acting on the insights gained from customer feedback as part of the ServiceMark accreditation, ENGIE will be in a stronger position to offer customers the service that they want”.