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PKP Energetyka’s customers satisfied with the service level

In March 2015, the Management Observatory Foundation conducted a survey on the quality of services among 500 customers of PKP Energetyka S.A. Results of the survey showed a very high level of customer satisfaction in all areas subject to the study; the index of ‘Customer Friendly Company’ reached as high as 88%. For this reason, the company was awarded the Customer-Friendly Company emblem.

The aim of the conducted survey was to evaluate the quality of cooperation between customers and PKP Energetyka S.A., the probability of recommendation of the products offered by the company, contact simplicity and availability, recognition of comfortable communication channels and evaluation of general customer satisfaction with the cooperation.

The survey involved a group of customers aged from 25 to 55 years, 65% of men and 35% of women. The survey concerned the customers served by the customer service centres in Białystok, Częstochowa, Katowice, Kielce, Kraków, Lublin, Łódź, Opole, Poznań, Rzeszów, Sopot, Warsaw, Wrocław and Zielona Góra.

PKP Energetyka S.A. scored at least 86% in all surveyed areas and the Customer-Friendly Company index reached as high as 88%. Compared to last year’s results, the index increased, which was influenced mostly by a significant improvement of the assessment related to the quality of contact with PKP Energetyka S.A. Also, cooperation with the company and customers’ willingness to recommend the company improved, compared to the previous year. As far as cooperation with the company is concerned, the customers appreciate the quality of offered products and services as well as advantageous prices. Compared to the previous year, the percentage of customers contacting the customer service centre by phone increased, and the percentage of those preferring contact in person decreased.

The company’s market share, sales volumes and profits constitute just part of the company’s success. It is the customer satisfaction level, which works like litmus paper, indicating the condition of the enterprise. Therefore, the honourable mention awarded in this area is especially important to us says Monika Żychlińska, Director of the Communication and Promotion Office in PKP Energetyka S.A.

Last modified: 2/29/2016