Czechs’ experiences with energy suppliers have improved in recent years, but a large proportion of customers still have negative impressions from their dealings. The most common problems are currently long waits at a branch or customer service line and the overall speed of handling requests. On the other hand, harassing customers with frequent calls from salespeople is no longer as much of a problem as it was in the past. This is according to a recent survey by Enehano, a Czech leader in digital transformation and automation.
Dynamic changes in the energy market in recent years mean ebay database that Czechs deal with energy companies relatively often. 8 out of 10 Czechs have had at least one meeting with an energy supplier in the last year. Overall, their impressions of these meetings are better than in the past. Nevertheless, even today, most Czechs leave such meetings with some negative experience.
Don’t call me again
Energy suppliers have improved in the eyes of customers in several aspects over the past 3 years. The biggest improvement has been in the approach of the sales team and the level of “harassment” through constant calls. While in 2021 this was clearly one of the two most common annoyances, it is now in 7th place and only 7% of Czechs have encountered it in the last year. Energy companies are doing well in this regard even when compared to companies operating in the financial world or telecommunications.
Don’t me again
There has also been a significant improvement in the what should we do? transparency of information provided compared to the past, both in terms of the truthfulness and accuracy of the information provided, and with regard to the clarity of contracts and other documentation. “Companies are trying to have all information about clients and products in one place internally, which of course also helps the accuracy of the information they can pass on to clients,” describes Jaroslav Luc from Enehano.
Who will wait…
The most common negative experience is now a long wait at a branch or on a telephone line, which has not improved much in the last three years. In the last year alone, about one in seven people who have dealt with an energy supplier has encountered this. Slow processing of customer requests, which is the second most common complaint, also remains a problem.
The insufficient speed of handling customers and their requests is related both to the fragmentation of information into multiple systems that energy companies use, and also to the lack of automation. Large companies are promising to speed up their services precisely from automation, and therefore artificial intelligence. ” Thanks to them, for example, the system recognizes which customer demand requires an entire team, where one salesperson will be enough and where to use artificial intelligence and a fully automated process that can handle frequent problems and questions, freeing people up to handle more complex customer cases,” describes Luc.
He doesn’t have to wait
However, energy companies have more problems with speed, compared to banks or telecommunications companies, and with the speed of reactions to current events in the market, in legislation, or in society in general. This was very clearly seen, for example, in the collapse of Bohemia Energy a few years ago.
call me again
have to be just a response to extreme situations; energy thailand data companies are currently having trouble responding to the growing interest in heat pumps or photovoltaic power plants. “Energy companies can sell these technologies quite easily, but due to the lack of preparedness and disconnection of systems, it is difficult for them to monitor their installations or perform regular maintenance,” says Jaroslav Luc from Enehan.
Care and human approach
Only very rarely do people have a negative experience with the diligence of energy companies, with only 4% of people experiencing sloppiness on their part in the last year. Similarly, customers rarely encounter a lack of human approach or arrogance. However, the situation is slightly worse with willingness, which has even worsened compared to 2021 and is currently the third most common type of bad customer experience.
“Given that there are no such problems with human approach or arrogance, reluctance can also be related to outdated systems that, for example, customer support workers use. Some seemingly simple customer requests can be much more difficult to handle in practice, which of course the average person has no chance of distinguishing from simple reluctance,” adds Luc.