Customer Satisfaction

SES Energy' vision is to be the easiest company to work with and customer satisfaction is at the heart of this. Monitoring and reacting to customer satisfaction allows SES Energy to benchmark, track and continuously improve towards maintaining our vision. Obtaining impartial feedback from customers, allows SES Energy to gain a true reflection on areas for improvement and areas of success that can then be shared globally. What this means for our customers is a continuous improvement programme driven by customer feedback.

Approach

Customer satisfaction is evaluated through the Net Promoter Score (NPS) methodology based on a single question “How likely are you to recommend SES Energy?” on a scale of 0 – 10, with a number of follow up questions and the ability for our customers to give specific feedback and insight into their interactions with us.

Scoring is then categorised into:

  • Promoters (Scores of 9 & 10)
  • Passive (Scores of 7 & 8)
  • Detractors (Scores between 0 & 6)

A score is then calculated by the % of promoters – the % of detractors.

It is important that every interaction with SES Energy is understood and as such we seek feedback from the individual who sources our services, utilises our products and services along with the team who process invoices, ultimately we want every part of the customer journey to be the easiest.

SES Energy Score

In business to business markets the average NPS is 30+.

Our Spring 2026 NPS score is:

Screenshot 2026 08 03 102024

NPS Explained