Customers are the center of our attention
[PR-DMA] [G4-8] Customer focus is one of the two major directions of the TAURON Group’s sustainable development strategy.
That we care for over 5.5 million customers of Distribution and 5.3 million customers of Sales is shown by the vision of the TAURON Group, according to which we aspire to being the best company in addressing customer needs in the Polish power industry.
The customers’ opinions are very important, therefore TAURON has been analyzing their satisfaction for several years, especially taking into consideration service quality in all the contact channels. The surveys are made separately for individual customers, business clients and small and medium-sized enterprises (SME).
Results are increasingly better from one year to another, making TAURON a leader of the industry. The customers’ satisfaction goes together with their increasing loyalty, which particularly shows that in the times of intensified competition our customers put their trust in us.
In 2016, a satisfaction survey for TAURON Obsługa Klienta was carried out by TNS Polska.
|Customers satisfied with their cooperation with TAURON||80% – individual clients||79% – individual clients||76% – individual clients|
|73% – SME customers||70% – SME customers||72% – SME customers|
|75% – business clients||75% – business clients||72% – business clients|
|Customers satisfied with the service||82% – individual clients||80% – individual clients||81% – individual clients|
|76% – SME customers||76% – SME customers||76% – SME customers|
|84% – business clients||83% – business clients||81% – business clients|
Complaints are valuable sources of information about the quality of provided services. They are received by traditional mail, email, telephone, through forms found on the website and through the eBOK [e-Customer Service Office]. Then they are registered in the SOD/ZEFIR system.
We treat any comments and complaints seriously – the time for and the way of responding are defined by restrictive internal procedures. According to them, any signal from a customer about our services is carefully analyzed to identify correctly the cause of discrepancies and define the place where they arose. Any occurrence of irregularities is reported to the relevant department, which is responsible for corrective measures aiming to handle the complaint and reply to it.
The final effect are preventive measures to make it possible to avoid such situations in the future. Diagnosed cases, taken corrective and preventive measures are included in diagnostic sheets of causes of complaints, which are cyclically verified with respect to their repeatability.
To fully understand the customer’s perspective, workshops prepared on the basis of complaints have been conducted in TAURON Dystrybucja and TAURON Obsługa Klienta since 2013. Causes and possible alternative solutions are analyzed together with employees of the areas which a given complaint referred to.
The above procedures implement the idea of a learning organization.
[G4-PR8] Introducing any conveniences and improvements, we attach great importance to the security of our customers’ data.
In 2016, there occurred one internal incident registered by the IT Security Department in TAURON Obsługa Klienta, where the identified cause was attributable to the company. At the same time, similarly to the year before, [G4-PR8] no customer data were lost in the TAURON Group.
In 2016, the AUMS EDO central billing system, implemented by TAURON Obsługa Klienta, was awarded in the “Lider 2015” competition organized by Gazeta Bankowa magazine. The system belongs to cutting-edge IT solutions in Poland.
A central billing system is easier to manage, generates lower costs, and, first of all, is safer than distributed systems (it replaces 12 separate solutions). The AUMS EDO system made it possible to standardize documents, settlement types and service processes. As a result, customers will receive comprehensive services no matter which way of communication with the company they will choose.
An increase in the quality of the services provided by TAURON Obsługa Klienta is confirmed by customer satisfaction indexes, constantly on the rise, as well as by the Consumer Service Quality Certificate awarded to the company by the Federation of Consumers in September 2015.
TAURON systematically studies and analyzes customers’ expectations and on these grounds it constructs product offerings.
Innovative products on the Polish energy market “Serwisant 24h” [Repair and Maintenance 24/7] and “Prąd z Elektrykiem 24h” [Electricity with an Electrician 24/7], used by over half a million customers, proved successful. The packages offered to date were expanded to include services of glazier, locksmith and plumber. The selection of just these three professionals was preceded by an analysis of the market of repair and maintenance services. The analysis showed that services of these professionals are most frequently ordered by customers.
Furthermore, customers have guarantees in the new packages of what they have valued in the TAURON Group’s services to date. “Prąd z Serwisantem 24h PLUS” combines an attractive electricity price with repair services of the electrical installation as well as household appliances, home electronics, PC and office equipment. A service offered on similar terms and conditions is “Gaz z Serwisantem Gazowym 24h PLUS” [Gas with a Gas Technician 24/7 PLUS]. This concerns repairs of gas systems and equipment. The above services are addressed to households and the sector of small and medium-sized enterprises.
For business clients, especially important is support and advice. Therefore TAURON Sprzedaż delegated dedicated consultants to serve this category of customers and support them to choose the most advantageous solutions connected with purchasing electricity.
In 2016, TAURON Wydobycie introduced to its offering a new high quality coal fuel – ekogroszek [eco-pea coal]. TAURON Ekogroszek is a product distinguished by very good quality parameters and an attractive price. The high calorific value (26 MJ/kg), low sinterability index and minimum amount of ash produced during firing guarantee effective heating, consumption of small amounts of raw material and fail-safe operation of heating equipment. The product also holds a quality certificate from the Institute for Chemical Coal Processing.
At present, a customer may be also a prosumer, so not only a user of electricity but also a partner who resells it. TAURON Fotowoltaika ensures that producers of solar energy are connected to the grid quickly and without problems, makes it possible to finance the system construction in convenient installments and guarantees collection of surpluses of produced electricity.
At present, in the conditions of extremely high and frequently aggressive competition on the market, genuine and durable relations with a customer are founded on mutual trust.
Having made such an assumption, we construct offering so as to show clearly advantages following from choosing it, at the same time clearly presenting the rights and responsibilities resulting from signing a sale agreement. In case of questions or doubts, a customer may always contact a TAURON consultant on 555 444 555 to receive any needed information.
At TAURON Sprzedaż, work is going on to prepare internal procedures systematizing sales communication. Currently, each offering is consulted in detail with the company’s legal department, which verifies its transparency and compliance with law, i.e.:
- Unfair Competition Fighting Act;
- Unfair Market Practices Prevention Act;
- Competition and Consumer Protection Act;
- Civil Code;
- Act on the Protection of Certain Consumer Rights and on the Liability for Damage Caused by a Dangerous Product;
- Personal Data Protection Act.
[G4-PR4] [G4-PR7] In 2016, in the TAURON Group, there was not a single case of marketing communication or service or product marking that would fail to comply with law to the extent that the company would have pay a fine.
In Poland, over 45 companies hold licenses for electricity supply, but merely 7 of them may boast of the title of Certified Energy Seller awarded by the Energy Supply Association (TOE) based on audits conducted by TÜV Rheinland Polska. During the procedure of awarding the certificate, it is verified that the given company satisfies the requirements specified in the document Best Practices of Electricity Sellers. TAURON Sprzedaż received the above prestigious certificate in April 2015.
Various groups of customers prefer different tools and channels of communication. Our aim is to ensure that our present and future customers have an easy access to information.
We are available:
- on the telephone for Customer Telephone Service on:
- 32 606 0 606 – customer service; business days from 7:00 a.m. to 6:00 p.m.;
- 991 – energy emergency service; 24/7;
- 555 444 555 – offering and promotions; business days from 7:00 a.m. to 6:00 p.m;
- in Customer Service Points – stationary points in 36 cities and towns within the distribution area of TAURON; open on business days from 8:00 a.m. to 4:00 p.m.;
- eBOK – electronic Client Service Office; available 24/7 after logging on;
- eBiuro for companies – 24/7 access to invoices and reports on energy use;
- website – on the company’s website, there is a contact form available; after filling it out, a TAURON employee contacts the customer to solve the problem.
For many years, TAURON Dystrybucja has organized educational activities regarding rules of safety and first aid and has built awareness of hazards connected with the incorrect use of electricity. Information on the above may be found HERE.
A flagship educational and information campaign which has won many awards in contents of corporate social responsibility is the program Bezpieczniki TAURONA (TAURON’s Safety Fuses).
TAURON’s Safety Fuses. Włącz dla dobra dziecka (Switch it on for the child’s good) is a program addressed to primary school children from the operating area of TAURON Dystrybucja. In the program, free-of-charge educational classes on safety are taught. The program also includes educational events held during outdoor and scientific events.
Also the TAURON’s Safety Fuses. Włącz w pracy [Switch it on at work] is a program to promoting safety rules to prevent exposure to electric shocks. The initiative is addressed mostly to employees of repair and construction companies and home handymen. The program instructs, among other things, how to respond correctly and provide first aid to victims of electric shock. In addition, information flyers and posters are also published, training courses conducted and joint conferences organized with the Technical Supervision Office and State Labor Inspectorate.