Customers and service
Service remains one of our main pillars. Personal attention and support are central elements in this respect. This includes optimisation of our website, the availability of self-service options and the introduction of a business portal with online invoices. We have also developed the app Energy Manager, which gives customers even better and easier insight into their energy consumption. Personal account teams ensure that business customers have more direct and personal access to our company. Nowadays, customers express their opinion about our company in the social media. We are monitoring social media closely and respond immediately to what is being said on Facebook or Twitter. Customers can communicate with our support service online. They can also join discussions on sustainable energy by logging in to our Customer Forum.
Working together for the customer
Within Eneco Group, we have implemented a number of development and cultural programmes aimed at further strengthening customer focus and collaboration. The positive effect of these is demonstrated by a number of propositions involving different departments, such as the collaboration between Eneco Retail and Eneco installation companies with respect to Eneco's solar panel installation product Zon&Zeker®.
Personal page 'My Eneco' redesigned
Early this year, the redesigned version of My Eneco was launched: an online environment that customers can visit for all their energy matters. We have received a lot of comments from our customers, both positive and negative, and tips for further improvement and expansion. Changes that have been made on the basis of this feedback include using new names for the different price categories in all our communication. Furthermore, customers can now print the invoices for their monthly advance payments in addition to their annual bill. A new feature is the extensive payment overview that enables customers to see which bills they have and have not yet paid. The feedback also resulted in the correction of a few errors.
Quickly resolving interruptions
We are also working on a higher customer satisfaction with respect to how we handle infrastructure projects and interruptions. Reliability of supply and process improvement are keywords in the further improvement of the quality of our services. We are making good progress in this area, for example by automating customer processes and setting up Joulz own 24/7 interruptions desk.