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As a retailer of electricity and telecommunications services, customer service and subsequent customer satisfaction and retention is paramount at TrustPower.
We strive to retain our position as New Zealand’s recognised service leader in the electricity retail sector, and support this goal through a number of customer service, safety, and information initiatives.
TrustPower’s service mantra is “real things for real people”. This means making sure that communication, no matter what channel it is delivered through, is provided in a plain English, non-corporate way. It also means that any issues that customers have are resolved first time by service people who treat customers in the way that they themselves would like to be treated.
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CUSTOMER SERVICE
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The key elements of service for TrustPower are managed through our customer contact centre, billing and receipting, credit management and marketing functions. These functions all report through TrustPower’s Retail Division, to ensure a consistency of approach to customer service.
The success of this approach to service is measured in a number of ways:
- A biannual satisfaction survey that measures the Company’s performance against key attributes that have been identified by customers through regular focus groups.
- Real time satisfaction monitoring through post call surveys measures satisfaction at service person level, as well as across teams and at aggregate level on a daily basis.
- Monitoring of TrustPower’s customer satisfaction rating in New Zealand’s leading consumer magazine’s annual survey, which provides a benchmark against other NZ electricity retailers. TrustPower had the highest rating in 2007.
- Service people have a set number of calls monitored each week and these are assessed against service quality benchmarks.
- First contact resolution (i.e. first time problem solving) is measured through real time surveys, call quality monitoring, biannual surveys and through measuring internal problem escalation.
- Billing and receipting accuracy and timeliness is reported weekly.
- Customer correspondence and complaints are analysed and reported weekly.
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CUSTOMER REWARDS
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Through its Friends, Friends Extra and Business Choices programmes, TrustPower rewards the majority of customers with discounts for their loyalty and payment history.
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CUSTOMER SAFETY
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While TrustPower has a limited ability to manage electrical safety as it is not the network owner, TrustPower ensures that where a site is to be re-livened after a significant period, the required inspection and compliance documentation is completed. TrustPower also ensures that any property is made safe prior to re-livening after disconnection.
In some circumstances the disconnection of electricity supply may affect the health and well-being of a customer. This is particularly the case where the customer is dependent on powered medical equipment, or where the customer is vulnerable due to age or illness or has young children. TrustPower maintains a register of these customers and has an extensive internal process, which includes cooperation with social agencies, to ensure that customer well-being is protected where disconnection of supply is likely to occur.
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CUSTOMER INFORMATION
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In addition to query and problem resolution and advice provided via its contact centre, TrustPower provides customers with information that is designed to allow them to manage their energy consumption and costs.
This includes provision of energy saving guides, and TrustPower’s Power Bill Review Service, which helps customers to choose the products that best fit their individual circumstances.
TrustPower’s industrial customers with advanced metering are provided, via a web portal, with extensive usage and cost data, which is often customised for their individual needs.
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COMPLIANCE
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TrustPower is required to comply with a number of industry codes of practice, and particularly those relating to customer complaint management and vulnerable and low income customer protection. TrustPower meets its obligations under these codes and had no non-compliance events in the year.
TrustPower must also meet its legal obligations under the relevant Acts with respect to customer transactions and marketing communications.
Relevant staff receive regular training regarding these requirements, and marketing communications undergo legal review prior to publication.
TrustPower meets its obligations under these Acts and had no breach events in the year.
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