satisfaction cannot be viewed as a standalone issue to be managed by the
customer services department. In fact, fostering customer satisfaction
invariably leads to increased customer loyalty and customer retention, which
forms part of a much wider self-reinforcing cycle that can consistently deliver
superior value for any business.
report assesses the best strategies used in the UK B2B market to increase
satisfaction, and highlights disruptive customer service failings.
are collected directly from energy procurement individuals in businesses of all
sizes throughout the UK, allowing for powerful customer insight.
wide variety of strategies designed to increase customer satisfaction have been
profiled, and the effectiveness of each has also been analyzed.
key to suppliers performing strongly amid increasingly difficult market
conditions is to minimize costs by retaining customers. Good practices in
customer service will enhance customer loyalty and enable utilities to improve
their position despite the varied challenges in the market.