Stockley Park, U.K. — (METERING.COM) — November 3, 2011 – Marking a major step forward in ensuring the voice of business is heard, British Gas has launched a 1,000 strong business customer panel to advise the company on key issues, concerns and needs.
The panel, which is open to all businesses, whether or not they are British Gas customers, follows a similar initiative with residential customers.
British Gas says it already talks to over 150,000 businesses a year through various forums and surveys, but feels a dedicated panel for businesses will allow it to get even closer to customer concerns and needs.
According to British Gas, from talking to thousands of customers the biggest frustrations pertain to transparency on pricing, the renewal process, bill accuracy and customer service. Customers also tell the company they want to hear about how they control their energy usage more, the role of smart metering and data analytics, as well as how best to use energy efficiency measures.
The intention is that the panel will have four key elements:
- Quarterly discussion forums on key topics which affect customers and help develop service and products to better meet customers’ needs
- Continuous access to a community area for panel members to make comments about the energy industry and their experiences with British Gas
- Creation of a core group of 10-20 panel members who will be able to visit the British Gas operations center, gain an in-depth understanding of how the company works, and have an opportunity to give direct feedback to senior leaders
- “Twist” visits where British Gas Directors will visit panellists’ businesses and learn first hand about how they can improve service to them.
“We know businesses are under real pressure at the moment, and we’re doing what we can to help,” commented Kanat Emiroglu, managing director of British Gas Business. “The panel will be a great way for us to get an even better understanding of our customers, their concerns and what they are looking for from us. More importantly I am committed to use this panel to help shape how we do in the future and make sure we put our customers at the centre of our business.”