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
Our company target is to achieve a consistent score of 50 & above. In business to business markets the average NPS is between 25 & 33.
Our Spring 2023 NPS score is:
NPS Explained
Our global customer service team putting all of their efforts and knowledge to ensure we deliver on our promise.
Sunita joined SES Energy in April 2019 as a Customer Service Executive having previously worked for our local Malaysian delivery partner as a Hire Controller for 7 years. She is now the Lead Customer Service for South East Asia, overseeing 11 bases across 5 countries.
She gained her experience through on the job learning, where she has spent time understanding the products, services and managing customer expectations. Which enables her to answer our customers needs efficiently and effectively and ensuring we play our part in delivering to our customers expectations and living our vision of being the easiest company to work with.
Her daily activities consist of ensuring our fleet data is up to date to ensure we know what fleet is available and in certification so we can respond to our customers demands quickly to ensure their operations are supported by our fleet of assets across SEA. Sunita works with our partners across the region supporting local delivery where necessary and ensures invoices are delivered on time and accurately to make sure the process is efficient and matches the customers process.
Sunita’s work is critical to the business operations and she carries one of our values Endeavour through the delivery of results and lasting success through solid, responsible, hard work, where she consistently strives to deliver our vision of being the easiest company to work with.
