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News 28 September 2020 Updated 28 October 2020

Home Energy Scotland recognised as world class customer service provider

Expert energy advice service Home Energy Scotland is pleased to announce that it has been recognised as ‘world class’ on the Net Promoter Score (NPS) index, which measures the willingness of customers to recommend a company’s products or services.

Between April and July 2020, Home Energy Scotland achieved an average score of 77 on the NPS scale, which is recognised as ‘world class’ on the index. The scale, which ranges from -100 to 100, is used as a proxy for gauging customers’ overall satisfaction and customer loyalty.

Energy advice in Scotland and Wales

Home Energy Scotland is a network of local advice centres across Scotland, managed by Energy Saving Trust and funded by the Scottish government. Our expert advisors offer free, impartial advice on energy saving, keeping warm at home, renewable energy, greener travel, cutting water waste, and more.

Energy Saving Trust delivers a similar customer advice service in Wales – Nest – which aims to combat fuel poverty in the country. The scheme, which receives funding from the Welsh government, offers a range of free, impartial advice and, if you’re eligible, a package of free home energy efficiency improvement such as a new boiler, central heating or insulation. This can help to lower your energy bills and benefit your health and wellbeing. You can check your eligibility for the improvements or request a call back from one of our advisors.

Delivering world class customer service

Achieving this excellent score is testament to the hard work and dedication of our expert advice teams, who have had to adapt to working from home during lockdown. One customer who has experienced our world class quality of service is Mrs M, who called to enquire about funding for improved, affordable heating in her home.

She said: “The advisor was very helpful, informative, professional and friendly. A first-class service and interaction from all members of staff I have spoken to throughout the process. The staff have excellent communication skills.”

Another customer reached out to Home Energy Scotland for advice on saving money on her energy bills. She told us about her experience with one of our customer service advisors, Samantha:

“Samantha was friendly, informative and very professional and helpful. A lot of people, myself included, are not aware of the help that’s out there. I personally know quite a few people who really struggle, not because they are careless or don’t budget, but because they work part time and claim benefits, or work full time earning minimum wage.

“When two-thirds of their take home wage goes on rent and council tax, heating becomes a luxury. The rest is tightly budgeted on food and bus fares. As a friend and a human being, I feel it’s very necessary to inform them of the assistance that is available to them.”

Get in touch

If you’re looking for expert, impartial advice, Home Energy Scotland offers a home energy check service, which could help you lower your energy bills and create a more comfortable home. If you live in Wales, find out how Nest advisors could help you improve your home energy efficiency.

Or if you would like to find out more about reducing energy bills, making your home warmer, or finding funding to help you go green, please get in touch and experience our world class customer service yourself:

  • if you are in Scotland on 0808 808 2282 (Home Energy Scotland)
  • if you are in Wales on 0808 808 2244 (Nest)

Last updated: 28 October 2020