What is your definition of a vulnerable customer? What is your definition of a vulnerable customer?An elderly personA customer who is complainingSomeone whose personal circumstances and characterstics combine with market factors to make them signficantly less able to protect their interests or more likely to suffer detriment than a typical customerI am not sureClear selectionIs there sufficient customer training in place for all colleagues throughout the organisation on how to identify potential customer vulnerability and provide the right support? Is there sufficient customer training in place for all colleagues throughout the organisation on how to identify potential customer vulnerability and provide the right support?YesNoI am not sureClear selectionHow often is vulnerability/vulnerable customers discussed at team meetings, SLT and board meetings? How often is vulnerability/vulnerable customers discussed at team meetings, SLT and board meetings?Clear selectionAre support options and processes in place for customer-facing colleagues supporting customers in difficult or vulnerable circumstances? Are support options and processes in place for customer-facing colleagues supporting customers in difficult or vulnerable circumstances?YesNoI am not sureClear selectionHow often do you talk to customer-facing team members about their job role and customer conversations? How often do you talk to customer-facing team members about their job role and customer conversations?Clear selectionHow often do you sit next to a customer-facing team member and listen to live calls? How often do you sit next to a customer-facing team member and listen to live calls?Clear selectionWhen you think of being an 'award winning' energy provider for vulnerable customers - what does this look like in practise for So Energy? When you think of being an 'award winning' energy provider for vulnerable customers - what does this look like in practise for So Energy?Clear selectionDo you think it matters to customers that So Energy has award-winning customer service? If yes, which customers does it matter to most? Do you think it matters to customers that So Energy has award-winning customer service? If yes, which customers does it matter to most?Clear selectionWhat are the current barriers and gaps in So Energy's ability to support vulnerable customers? What are the current barriers and gaps in So Energy's ability to support vulnerable customers?Clear selectionWhat vulnerabilities or support needs are emerging that So Energy are not yet set up to support? What vulnerabilities or support needs are emerging that So Energy are not yet set up to support?Clear selectionIf your loved ones were a customer of So Energy, would you trust us to look after them at their time of need? If your loved ones were a customer of So Energy, would you trust us to look after them at their time of need?YesNoI am not sureClear selectionIf you answered not sure or no, please tell us why this is: If you answered not sure or no, please tell us why this is:Clear selection
What is your definition of a vulnerable customer?
Is there sufficient customer training in place for all colleagues throughout the organisation on how to identify potential customer vulnerability and provide the right support?
How often is vulnerability/vulnerable customers discussed at team meetings, SLT and board meetings?
Are support options and processes in place for customer-facing colleagues supporting customers in difficult or vulnerable circumstances?
How often do you talk to customer-facing team members about their job role and customer conversations?
How often do you sit next to a customer-facing team member and listen to live calls?
When you think of being an 'award winning' energy provider for vulnerable customers - what does this look like in practise for So Energy?
Do you think it matters to customers that So Energy has award-winning customer service? If yes, which customers does it matter to most?
What are the current barriers and gaps in So Energy's ability to support vulnerable customers?
What vulnerabilities or support needs are emerging that So Energy are not yet set up to support?
If your loved ones were a customer of So Energy, would you trust us to look after them at their time of need?
If you answered not sure or no, please tell us why this is:
