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.