Utilities

Regulatory conduct standards and enforcement is now firmly on the agenda for the utilities sector. It is set to become a key priority in the future. Ofgem and Ofwat are challenging providers to improve customer treatment. Consideration of customer’s means and needs, and ensuring good outcomes, has become critical.

Typically the utilities sector is not achieving the same levels of customer satisfaction as other sectors. Customer dissatisfaction is growing, particularly around the complaint handling process. For the energy sector this has become a main reason for switching supplier. To mitigate this risk suppliers need to put increased focus on creating effective complaints management processes.

RFS is an expert in supporting firms improve their processes. We understand the customer life cycle and the operational challenges of delivering good conduct.

You can rely on RFS to support you at every stage. From scoping your objectives through to successful delivery. We can respond quickly in fulfilling your requirements for skilled resource, and give you the flexibility to scale teams up and down in response to your changing demands. In addition RFS can provide a fully managed service where we become accountable for productivity and high standards of quality. We routinely apply outcome testing and root cause analysis. This ensures that policy and process frameworks are achieving good outcomes, and where failings are discovered to pin-point improvement. Working with you we will ensure that you meet best practice, improve customer satisfaction and reduce your operational risk.

To find out about how RFS can help you please get in touch.