Swire Energy Services vision is to be the easiest company to work with and customer satisfaction is at the heart of this.
Swire Energy Services' 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 Swire Energy Services to benchmark, track and continuously improve towards maintaining our vision. Obtaining impartial feedback from customers, allows Swire Energy Services 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.
Customer satisfaction is evaluated through the Net Promoter Score (NPS) methodology based on a single question “How likely are you to recommend Swire Energy Services?” 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 Swire Energy Services 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.
Swire Energy Services 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.
Currently our 12month rolling score is:
Our global customer service team putting all of their efforts and knowledge to ensure we deliver on our promise.
Sunita joined Swire Energy Services 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.
Gunnhildur originally started with Swires in 2013 within the HR team and swiftly moved across to the operations team as a Fleet and Asset Supervisor where she gained an in depth understanding of the fleet and had the responsibility of ensuring the fleet was managed and monitored effectively to ensure the customers demands were met.
Following this In 2015 Gunnhildur moved across to supervise Customer Service Supervisor for the newly formed centralized Customer Service department for Norway responsible for the 6 bases along the Norwegian coastline and ensuring SES delivered to its vision of being the easiest company to work with.
Through the years I’ve managed administration for the rental fleet; new units, stock, sales and scrapping, in addition to running the Customer Service Department.
In my current role as Customer Service Manager I am focused on building the skills within my department to ensure continuity and that we meet our customer requirements in line with our vision of being the easiest company to work with and delivering excellence as standard.
Recent projects that Gunnhildur has been involved with include the role out of the new ERP system which is a crucial step in delivering or digital roadmap to digitilise SES’s part of the supply chain and she has also been responsible for the implementation and rebranding of SOS to SES.
I joined Swire Energy Services in January 2007.
Originally joining the the test-department as an operator, and my tasks were NDT-testing, preparation of offshore containers, baskets and tanks.
As one of few girls, I started “on the floor”, my daily workplace was among and around containers. During the 6 years I worked for the Test & Inspection division, I became very familiar with our equipment and gained real hands on experience of what we do to make sure the equipment is to the right standard to before it gets delivered to the customer and ensure our value of Excellence is guaranteed for every unit before it goes out the door.
In 2013, I joined the “Special equipment divisions ” which works on the delivery of maintenance & inspection services along with the development of customer-owned equipment, I joined as a project assistant. My tasks were to plan project and liaise the customers to ensure we delivered what they expected with the right documentation. At the same time I was responsible for the decommissioning of old units and supporting the testing and inspection department.
In June 2015, I became part of the new central Customer Service department ensuring we live and deliver our vision of being the easiest company to work with . I became the main contact for four of our bases - Mongstad, Florø, Kr.Sund and Hammefest.
Today my work tasks are mostly supporting our integrity services division, developing quotes and scopes of works and supporting project delivery.
I enjoy my role as a coordinator in Customer Service it is most important that our customers are satisfied with us, and that we find the best solutions for them. Building trust and building long-term relationships with our customers is an important part of my job.
With all the good expertise my colleagues have, and our company, that has served the oil industry for over 40 years, I am looking forward to continue to Serving the Energy World.
I am proud to represent Swire Energy Services in the future.
Summarized: I started in operations, with Test & Inspection, after that IMT-projects and Asset before taking on my current role in 2015 as Coordinator for Customer Services. My work tasks today are mostly for Integrity Services, with focusing on customer-owned equipment and customer relationship.
Merethe Aurdal Olsen - Coordinator
Diane Brands joined Swire Energy Services in March 2013 as a hire controller (customer service coordinator) during this time Diane gained a great deal of knowledge and experience within the rental side of the business whilst building relationships with our key customers. In December 2016 Diane took on the role of Customer Services Manager overseeing customer service and invoicing activities whilst maintaining proactive contact with all our customers.
As Swire Energy Services looked to update their current ERP system Diane was seconded on to the role of Commercial Process Lead where she developed end to end business scenarios to help build, test and deliver the new ERP system across the North Sea. On the completion of the ERP roll out Diane returned to her role as Customer Service Manager.
Robyn joined Swire Energy Services in January 2020 as part of our Customer Services team. Since then she has assisted in the day to day tasks that ensure our customers are receiving an efficient service and that Swire Energy Services remain the easiest company to work with. Robyn has a wide knowledge of the products and services that Swire has to offer and uses this to build relationships with our valued customers. Robyn has helped in various aspects of the business and was asked to partake in the rebrand project which has given her the opportunity to broaden her knowledge of the company and carry this into other parts of the business.
Robyn has recently started a new role as a Commercial Co-ordinator at Swire Energy Services and looks forward to gaining more experience with the company.
Amy Mair joined Swire Energy Services in October 2019 to take on a role in Customer Services as a co-ordinator. Amy moved to Aberdeen from Shetland to complete a degree in management studies. She then had 5 years experience of working in Quality Assurance and Administration. Amy then brought over her skills and knowledge to the company. Using her organization skills and eye for detail Amy assists with the day to day running of the customer services department. Within her role as a customer co-ordinator she has developed her people skills even more and built positive relationships with customers to provide a high level of service.
Working as the first point of contact for many customers, Amy has developed her knowledge of the rental side of the business, assisting customers with any of their rental needs. She also has knowledge of the products and services that SES offer and will provide the detail and information in order to help customers. Whilst ensuring that customers feel that SES are the easiest company to work with.