Deserve our customers' trust - OVO Group

Target

Be the most trusted company in the UK

The way we measure this may evolve over time, but for now we will use customer Net Promoter Score (NPS) to assess our performance. Our aim is to be the most trusted company in the UK by 2030. This will require a concerted effort from everyone at OVO but we’re passionate about our customers and our purpose, so we believe it is achievable.

OVO Approach

Building trust
From the beginning we set out to show people that energy could be done differently, that energy could be simpler, cheaper and greener. In a sector where trust is low, our commitment has always been to make every decision as if the customer is in the room with us.  We have always worked to do the right thing for our customers, earning a relationship with them and operating with transparency and integrity to build their trust. Today, trust is even more important as we deal with the complex challenge of decarbonising the energy system. Plan Zero stakes our company’s future on the fact that consumers need actionable solutions for a new type of energy system. Customers will only adopt these solutions if they trust us.

One way we can earn trust is to have affordable, clear, transparent, accessible and simple offerings. Across OVO we have different brands with different price points for our customers, but no matter which brand our customers use, our commitment is that the price will always be fair.

Championing our customers
OVO has a history of championing consumer interests. We have spoken out about practices within the industry that we believe negatively impact our customers, such as our strong support for a price cap on energy bills, and we will continue to protect and advocate for our customers.  We are developing and strengthening our processes for vulnerable customers through accessible website design, products, training for customer service agents and a review of our third party providers. 

We pride ourselves on our customer experience. Over the years our approach of transparency, fair pricing and unrivalled customer service has won many awards, most recently, uSwitch Supplier of the Year 2019.  As customer demands change, we need to adapt and interact with our customers on multiple touchpoints. We are working on providing easy and intuitive solutions to customers so that whether they are on the phone with our award winning call centre or using our app or our website, they know that we will go the extra mile for them. 

Next Steps

Developing exceptional self-service so that our customers always have access to the support they need when they need it, through our app or on our website. 
Strengthening our strategy on vulnerable customers, and conducting a comprehensive review of our third party partners to ensure that this important group is being provided with the right support at the right time.
Making new energy services and technology more accessible by finding ways for customers to be able to access new technologies that might have been prohibitive based on the high initial costs.  

Sustainable development goals

Plan Zero

The climate crisis is the single most important issue of our time. We are at a turning point in history: we all have a shared responsibility to take action. Plan Zero is our initial endeavour to set out what OVO’s actions must be.
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