Following an investigation into responsible selling by energy regulator Ofgem, we’ve continued to review our sales journey to ensure that the customer is at the heart of the process. This has included introducing a new ‘needs’-based sales tool which allows us to offer a suite of products that meet the demands of the individual customer.
We believe our robust face-to-face sales process, that includes a clear quote, was one of the reasons we were not included in Ofgem’s investigation into mis-selling of four of our competitors. While this is great news, and highlights the success of the work invested so far, this reinforces the necessity for us to continue to differentiate ourselves through our transparent sales processes. We continue to be an active member of the Energysure code and have updated our Home Energy Consultant Code of Practice to reflect the changing code.
We understand customers’ concerns over doorstep selling and in 2010 we’ve been at pains to explain our process. For example, we’ve written to every Trading Standards officer in England, Scotland and Wales to inform them of our sales processes, and our approach to high profile issues such as No Cold Calling Zones. We’ve since met with several Trading Standards officers to show them what ‘Selling the E.ON Way’ means, and engage with our sales teams to ensure our people ‘on the ground’ understand their responsibilities.
We’ve taken a more proactive role in supporting anti-distraction burglary taskforces. Promoting the way we work, from the colour of our uniforms to providing contact numbers to help check if someone is an E.ON employee or not, has helped these local groups understand what we do and welcome our support to tackle this issue.