Name
Panel discussion and questions: Can you really measure good customer service?
Date & Time
Tuesday, February 25, 2025, 9:10 AM - 9:55 AM
Speakers
Jo Causon, CEO, The Institute of Customer Service
Will Johnstone, principal policy manager, Citizens Advice
Daniel Alchin, head of customer policy and regulation, EDF
Christopher Shead, director of customer operations, E.ON Next
Sue Clarke, head of customer strategy and customer research, Pennon Group
Ancel Boucher, global utilities VP, Vyntelligence
Will Johnstone, principal policy manager, Citizens Advice
Daniel Alchin, head of customer policy and regulation, EDF
Christopher Shead, director of customer operations, E.ON Next
Sue Clarke, head of customer strategy and customer research, Pennon Group
Ancel Boucher, global utilities VP, Vyntelligence
Description
- Exploring benefits and challenges to the UKCSI and Citizens Advice’s Energy Star Ratings – is the system fit for purpose?
- How has the UKCSI impacted CMEX scores?
- Is customer satisfaction data effectively incorporated into incentives and regulatory decisions for energy and water? How can we use customer insight to shape future strategies?
- To what extent do field operations influence customer experience ratings?
- How can we ensure rating systems accurately reflect customer opinions?
- What can we do to help performance metrics evolve as the industry embraces digitalisation?
- Is it fair to measure customer satisfaction on call answer times?