Customers are at the heart of our business and we recognise the need to strengthen our relationship with them by improving our service. We are continuing to invest in new billing and customer service systems and training additional customer service advisors. We are also developing innovative ways to offer extra support, from addressing customer service queries through social media and mobile apps, to providing 'how to' videos on basic central heating maintenance.
We monitor customer satisfaction by using net promoter scores (NPS), which measures a customer's willingness to recommend us. NPS scores enable us to compare our performance to direct competitors in each market and with our own performance year-on-year. View our latest scores in our data centre.