Customer Orientation as the Cornerstone of our Corporate Strategy
A constantly changing energy world requires forward-looking and innovative action, so we work together with our customers to enable them to make the best possible price, product and service level decisions and to better manage their energy consumption. We want to learn more about our customers' individual preferences and needs as this is the only way we can improve our products and services. You can find further detailed information about our progress in these areas in the Performance Report 2010.
Customer Loyalty is our Goal
Customer orientation is a key behavior anchored in E.ON's mission statement. One of our most important goals is satisfying customers through our products and services; after all, this is the best way to retain existing customers and gain new ones. We're speeding up our progress towards customer loyalty by means of the Net Promoter Score® (NPS), which operates at two levels: on the one hand we use it to compare our operational performance with local competitors in each country and to record this. We also use it to track our performance for each individual customer transaction. To do this, we ask them: 'how likely they are, on a scale of zero to ten, to recommend E.ON to a friend or colleague.' Additionally, to find out about the customers' experience with us, we ask them for the reasons for each evaluation.
Customer Loyalty is our Goal
Customer orientation is a key behavior anchored in E.ON's mission statement. One of our most important goals is satisfying customers through our products and services; after all, this is the best way to retain existing customers and gain new ones. We're speeding up our progress towards customer loyalty by means of the Net Promoter Score® (NPS), which operates at two levels: on the one hand we use it to compare our operational performance with local competitors in each country and to record this. We also use it to track our performance for each individual customer transaction. To do this, we ask them: 'how likely they are, on a scale of zero to ten, to recommend E.ON to a friend or colleague.' Additionally, to find out about the customers' experience with us, we ask them for the reasons for each evaluation.
"The principle is simple: the Net Promoter Score gives our customers a voice in the company so we are able to better understand what the customer likes and where we can do better. When we react to their feedback, our customers will reward us with their loyalty."
Johannes Teyssen, Chairman and CEO, E.ON AG
Johannes Teyssen, Chairman and CEO, E.ON AG
With the aid of customer feedback generated in this way, our employees can respond to our customers and introduce improvement measures in all of our processes and systems - through to the behavior of our customer service staff.
Customer Orientation in all Markets
Our target is the introduction of NPS in as many markets as possible. In 2009 we started the NPS process in the UK and extended it to Germany, Sweden, Italy, the Netherlands and the Czech Republic during 2010. In 2011 we also intend to implement the program in Spain. In every country that takes part in the program we determine specific targets that we report on at regular intervals. In the reporting period we made tangible progress in all countries.
Tailored Products and Services
We are well aware that our customers have different lifestyles, needs and views with regard to energy consumption. We therefore develop and offer a wide range of products and services beyond basic energy supply; this range includes energy-saving, fixed-price, CO2 and efficient energy solutions. We broaden our product spectrum continuously in line with the developments in different markets and customer needs. We are also committed to supporting vulnerable customers by offering social discount tariffs and other targeted measures. You can find examples of E.ON's products and services in the Performance Report 2010.
Helping our Customers to Save
Energy efficiency begins with our customer's personal responsibility. In addition to investing in low-consumption appliances, this mainly includes awareness of suitable measures for lowering energy consumption and avoiding unnecessary use of energy. We support our customers with various advisory services on saving energy and also encourage energy-saving behavior through particular products, for example with special rewards. Furthermore, we have initiatives to inform and sensitize the public in the area of energy efficiency, for example through educational programs for schools and kindergartens. We carry out surveys and advise private and business customers on how they can use suitable energy solutions, such as the installation of solar panels, solar hot-water supply and heat pumps, to reduce their own CO2 footprint, lower costs and even sell excess energy from their own generation.
Customer Orientation in all Markets
Our target is the introduction of NPS in as many markets as possible. In 2009 we started the NPS process in the UK and extended it to Germany, Sweden, Italy, the Netherlands and the Czech Republic during 2010. In 2011 we also intend to implement the program in Spain. In every country that takes part in the program we determine specific targets that we report on at regular intervals. In the reporting period we made tangible progress in all countries.
Tailored Products and Services
We are well aware that our customers have different lifestyles, needs and views with regard to energy consumption. We therefore develop and offer a wide range of products and services beyond basic energy supply; this range includes energy-saving, fixed-price, CO2 and efficient energy solutions. We broaden our product spectrum continuously in line with the developments in different markets and customer needs. We are also committed to supporting vulnerable customers by offering social discount tariffs and other targeted measures. You can find examples of E.ON's products and services in the Performance Report 2010.
Helping our Customers to Save
Energy efficiency begins with our customer's personal responsibility. In addition to investing in low-consumption appliances, this mainly includes awareness of suitable measures for lowering energy consumption and avoiding unnecessary use of energy. We support our customers with various advisory services on saving energy and also encourage energy-saving behavior through particular products, for example with special rewards. Furthermore, we have initiatives to inform and sensitize the public in the area of energy efficiency, for example through educational programs for schools and kindergartens. We carry out surveys and advise private and business customers on how they can use suitable energy solutions, such as the installation of solar panels, solar hot-water supply and heat pumps, to reduce their own CO2 footprint, lower costs and even sell excess energy from their own generation.
