Customer Satisfaction

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.

Approach

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:

NPS Explained

Our global customer service team putting all of their efforts and knowledge to ensure we deliver on our promise.

Global Customer Service Team