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Our Market leading Net Promoter score is maintained despite the huge growth in customer numbers

🕑 1 minute read

We recently received responses to our annual customer survey and we are delighted to say that our customers continue to hold us in the highest regard.

With an industry benchmark of 13 as a starting point it would appear the stakes are not that high but when you consider the range of a Net Promoter survey is from -100 to +100, we are very proud to see the results of our 2017 survey which gives us an nps score 63.

Here are some of the questions and the responses we received; (Scored 7 or above)

How easy is it to contact the Zenergi team? 98.47%
How easy is it to understand our documentation? 95.75%
How do you rate our contract renewal process? 83.13%
How would you rate your relationship and the effectiveness of your Customer Account Manager? 95.73%
If you have had an energy query, have we dealt with it as well as you would like? 86.31%
Do you find our invoice validation service beneficial? 87.16%
How do you find our Positive Energy Pack Interactive (PEPI)? 69.33%

Clearly the next phase of our online Positive Energy Pack is going to be welcomed with open arms, however upon investigating this figure further it appeared that some customers were unable to rate this due to not logging in or using it just yet.

03 May 2018

Part of the Zenergi family

We are preferred partner and supplier to many associations including ASCL, WASBM, LASBM, BASBM, CAPSA and have been in partnership with some for over a decade. We regularly attend their conferences and give members the Positive Zenergi experience based on their needs.

Zenergi are also an approved partner with the Institute of School Business Leadership, offering ISBL members the provision of a customer service specialising in energy procurement, invoice validation and contract management.

We are proud in our unique offering, based around customer service excellence. We audit the suppliers we work with to make sure our customers are getting the best value and service and are pleased to offer OJEU compliant pricing.