Business Market Services
The satisfaction ratings among large business customers have improved. Room for improvement remains.
Customer satisfaction
Satisfaction levels among large business customers has been a key concern since liberalisation. There is fierce competition in the business market and customers are making themselves heard. The satisfaction rating increased in 2006 to 66%, the highest score since measurements started in 2002. At the end of 2005 60% of the business customers were still satisfied to very satisfied with Nuon as a supplier.
Based on information from customer panels and customer visits, the customer satisfaction programme is mainly focused on aligning processes and systems with customer needs. This was translated into better service access, among other things. At the end of 2006 a single business telephone number was set up to replace the more than sixteen telephone numbers previously in operation. Using input from customers, improvements were also made to written communications such as invoices and standard letters. In 2007 and 2008 the services to business customers are being further optimised through process changes as well as staff awareness and training programmes. Particularly the realisation of a more customer-focused attitude among staff is, we believe, the key to structural improvements.
