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The annual CCS customer survey: You spoke, we’re listening

By Colin Formby, Head of Operations - Energy (Crown Commercial Service) | Posted December 09, 2015

Thank you for being a part of the Half Hourly framework, thank you for your involvement with the activities delivered by EDF Energy and thank you to those who took part in this year’s annual survey.

Your feedback is invaluable and every day we listen to your needs, but our annual survey is something special. It’s an anonymous feedback opportunity conducted by an independent research company; 100 of our customers are selected at random to participate.  And over the course of a 30 minute interview, we learn what they are thinking and feeling. We do this to make sure we are improving our service and delivering you the things you want and need.

So what did we learn this year?

You told us how you’re benefiting – 82% are happy overall with the service you receive from us, 77% enjoy our energy newsletters and gave strong ratings for our products. I can’t express how much I appreciate this feedback. It’s great to hear you value our hard work.

You also told us what more we can do – you want us to be more proactive with better forecasts for your budgets.  You also want us to be more involved with a more personal touch. With that in mind, we’re working with our suppliers on 2016 plans to make sure helping you save and improving the service to you is top of their agenda. We need to address all opportunities to serve you better.

Despite the great feedback we’ve had from you, there are many ways that we can work with our suppliers to make your jobs easier and simpler.

We also learnt that many of you are regularly contacted by competitors, so I thank you for your loyalty. Remember, you have a unique set of tools and services designed just for you that add extra value.

Speaking of those, I’d like to make sure you’re making the most of the framework benefits. According to the survey, only 55% say they’ve used the membership site, your single destination to all the benefits available. This year, a massive 46% of you have attended a webinar (up from less than 10% last year) and 35% have attended a live event which shows much you value getting together. Next year there’ll be more ways to get involved, and please remember the more you put in the more you’ll get out.

I want to also reassure you that in order to deliver competitive prices, we’ll continue to put our suppliers to work hard for you. We’ll continue to manage trading strategies and we’re also looking at new and alternative strategies to continue to deliver value for money.

To finish, I’ll end with another thank you. I understand how much pressure you are all under to stretch every penny as far as it will go. With your continued support, input and feedback we’ll keep working hard to deliver for you in 2016.  If you’d like to share ideas or feedback, get in touch.

For now, have a great Christmas break and see you all in the New Year.

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