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The companies providing services to retail customers at the PGNiG Group, such as PGNiG OD and PSG, constantly improve the quality of service and develop online sales channels and modern tools of contact with customers via websites prepared in a mobile version and adapted to the needs of disabled and elderly people.

They act in accordance with the principles of the Internet without barriers, which help reduce digital exclusion.

At the same time, efforts are being made to increase customer awareness on the energy market in the context of market liberalisation and fair competition. Handbooks explaining the matters have been prepared and ‘Informed Customer’ campaigns are under way.

At the beginning of 2017, PGNiG OD, in cooperation with the Millward Brown agency, carried out a satisfaction survey among business customers. It shows that in comparison with the previous survey, carried out in 2013, satisfaction rates increased in each of the analysed areas.

There was a marked increase in one of the most important indicators, the Net Promoter Score, which measures customer loyalty. The company improved the score from minus 23 points to plus 5 points, which represents one of the best results in the entire energy industry in Poland. The overall satisfaction level also rose, from 76% to 86%.