A way of improvement

A way of improvement

Energy Company Customer Ombudsmen and Mediators value complaints. Complaints issued to Companies’ Mediators are a valuable resource for evaluating possible strengths and weaknesses.

Information about complaints is analyzed as part of a continuous cycle of process review and improvement in the Company. Complaints provide an insight into the companies’ services that are not working as well as they might.

In that sense EEMG members issue formal recommendations for customer improvement and make direct correction proposals to the internal processes when a dysfunction is detected.

Energy Company Mediation is particularly appropriate and beneficial in the energy sector since it helps to:

  • A better understanding of customers
  • Reduce the gap between consumer expectations and the service they receive
  • Improve customer satisfaction and relationship with the energy companies
  • Build consumer trust in the energy market
  • Promote cultural changes in energy companies
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