The Index is the UK’s most extensive cross-section customer benchmarking study, comprising 26 metrics of customer experience which are then averaged and weighted by importance of customer priorities.
In our third year of taking part, Jersey Electricity’s overall rating of 78.4 placed the Company in the top quartile of all utilities, which averaged 73.5, and third in the power sector, with only Octopus Energy and UK Power Networks rated slightly higher.
We have announced the results, which are an improvement on last year, to mark Customer Service Week. Head of Customer Care Brian O’Gorman said: ‘Energy companies in the UK come in for a lot of criticism so it is gratifying to see our people’s efforts being recognised. Respondents rated us highly on being able to contact us and resolve issues. We also achieved good ratings on the competence and helpfulness of staff (8.4) and for explaining information clearly.
‘We are investing in technology all the time to give our customers more convenience and control. Our online prepayment portal Topup.je that enables Pay As You Go customers to top up their meters any time without leaving home has been very welcomed, and our energy-saving app My JE has now been downloaded by almost 11,000 Islanders helping them to understand their consumption and take measures to reduce it and their bills. So hopefully, we can improve our Satisfaction Index rating even further next year.’